ABSA VEHICLE FINANCE EXTENDED COVER (COMPLAINT)

I am writing to you today to explain the bad service being experienced at ABSA from 25th April to date. On the 25th of April 2022, I did an online vehicle application this is after I was advised by my insurer Santam that my vehicle (***)that had an accident will be written off. On the given date after the online vehicle application, I also submitted the online insurance claim that covers the vehicle debt shortfall after Santam pays the market value of the vehicle. As of the 26th of April 2022 have been following up with both departments via the call centre with no success. As result, the vehicle I intended to buy from the dealer was sold until now I have not heard an outcome. First, we were advised to send the documents to Nosisi and later Mpumelelo whom I was again we forwarded supporting documents to, after following up with the call centre has not acknowledged receipt of the documents nor made any communication. The shortfall insurance department is unreachable I kept being sent from post to pillar with no sense of direction of who is dealing with my matter. I was given contact people Shana Joel contact *** and Masego contact *** who are both are never available on the given details. My shortfall existing policy no ***. It is now two weeks without transportation with an 11-month baby having to make use of public transport daily and exposed to potential infection of Covid - 19. On the 10th of May 2022, it is my graduation day which I thought would be able to attend however that too does not seem possible as I am still without transport. After so many years with ABSA bank never in all my years experienced such extreme poor service and a dysfunctional institution. I trust this is not the way ABSA does business and that you address my complaint affected staff as well as the departmental heads. I am open to discussing the matter further and hope that you will respond with a resolution with a solution to prevent these incidents from happening again.