ABSA's shocking customer service to loyal customers

After banking with ABSA for over 35 years since United Building Society and Trustbank days, all our financing has been done through them. An "A" credit rating meant we got good rates. The maximum on our bond was registered to enable us to carry out renovations and amount of R100,000 was partitioned to create a study loan for our daughter. R60,000 was used and when the balance was recently required we were told that that facility had fallen away due to new credit laws (something we were not informed of) and we needed to apply for the balance and prove affordability. What ensued was a comedy of errors, resulting in a 3 to 4 day process running into 2 months. The Excess we had paid on the mother bond had to be moved into another account whilst the process was ongoing to prevent it being capitalized. However, because of the many delays and the really terrible service, the money lay in another account for a month and a half, resulting in an increased installment on the mother bond and interest accruing that shouldn't have. To date, even although the Flexi reserve amount was transferred back into the bond, the installment remains at the increased amount!!! Also the installment on the study loan was changed, the term was changed and everything has been ruined, just by applying for the facility we paid for year ago. So terribly disappointed in ABSA, the customer service has been absolutely shocking, our bond is in a state, saying we are in arrears and we feel absolutely cheated.