BAD SERVICE

Absa bank has the worst home loan service that I have ever experienced. OMG its very bad.

I have a bond with ABSA and Life cover with Liberty. I have made changes on my life cover at the beginning of Feb 2023, but these changes cannot be approved by Liberty without a confirmation letter from ABSA.

On the 08th of February 2023 I went to Absa branch at Maponya Mall to submit the quotation from Liberty and in return i was supposed to receive a confirmation letter and send it back to Liberty for the changes on my policy. I was assisted by NOMALIZO SOLOMON who was clueless as to what she needed to do (shocking). She emailed the quote to Retail Securities, and she was supposed to include me in that email but i never receive it.

One the 09th of Feb i went back again to the branch to check if she has received any feedback and also to inform her that i did not receive her email as she was supposed to cc' me on it. She was less interested in assisting me I ended up walking out without being assisted.

On the 13th of Feb i called the contact centre, i was assisted by PAUL MALATJI from Home loans department. He emailed the forms 2285 and he told me which section i should fill in and that i will need to email the forms to Retail Securities. When i received the forms from him i was confused because it had a lot of sections. I then called on the 14th the consultant that answered the call transferred me to Paul. He then assisted me with the forms telephonically and he told me which section i should choose then to send the forms to Retail securities i did that. So, it turns out that everything i did with Paul was wrong.

On the 16 Feb I receive an email from retail securities sending me the same forms, stating that I need to go to the branch and do everything at the branch and that the forms must be emailed to Absa Home loans when approved send to Retail securities. I went to Absa branch 88 Main Street, Johannesburg. I was assisted by Boni Mngomezulu. She filled in the forms I then signed; she then emailed the forms to *** as per the instruction from the email.

Till today 27Feb 2023, I am still waiting for the letter. When i send an email for feedback, all i receive is FYI! OR I must go to the branch get the forms and do everything at the Branch which i have already done. When i send emails, it takes a week to receive a response. I didn't know you can send FYI! to a client I find it unprofessional.

Liberty even closed the case on their side because they can't make changes without the letter. I have never experienced such a bad service like this it's very bad. The customer service is very poor, the staff they don't know their product.

I think it's time for ABSA to take their staff to FNB for training because they need one. I know even with this complaint I'm not going to receive any feedback, or it will take them the whole year to respond.