Bad service from ABSA.

Good day

I wish to make to make a complaint on ABSA on the manner in which my request for adjustment for repayment of study loan repayment is being handled.

Background information: I app**** for study loan in 2015 for my son with the hope that on completion of his studies I would resume repayments of the capital. However, in 2020 due to the onset of the COVID-19 lockdown , I experienced salary cuts, lesser working hours which resulted in lower income.

As a mitigation I made a request to the bank to reduce the repayment of installment from the current R8900 p/m to R7000p/m and extend the repayment period. This request would enable me to effectively manage the account and other expenses without putting study loan in jeopardy.

I made a request for the reduction of payment and extension of payment period through phone calls to ABSA, emails and visits in person to ABSA branches (Jorrison, New Market - Alberton, Alberton Voortreker and Rosebank branch). In all instances no feasible way forward came out. In stead my account was handed over to lawyers for debt collection without any written or verbal communication from ABSA to me or consent from me. I found out(4 January 2021) the account was handed over to lawyers without notifying when I visited ABSA Jorrison branch to propose to start payment at the end of the January 2021 when I visited ABSA Jorrison branch. To my surprise the lawyers began sending me SMSs threatening legal action against me.

In addition to multiple branch visits to the above mentions branches, I wrote several emails to everydaybanking@absa requesting for re-adjustments of repayments- Case numbers C-***4 (dated 25/01/2021) and another case number C-***6(dated 29/01/2021) which both have not been rep**** or responded to.

I made phone calls to Absa complaints department, customer care service center, ABSA action line and still got no feasible solution or any assistance.

Complaint 1. - terrible customer service - not meeting customer needs 2. - response time - not responding to any lodged case numbers for complaints 3. - not replying to emails I sent 4. - not coming up with a solution to a self initiated, well presented and reasonable request 5. - HANDING OVER OF ACCOUNT TO LAWYERS WITHOUT PRIOR COMMUNICATION OR WARNING FROM ABSA BANK.

Request 1. - requested study loan re-payment to begin January 2021 2. - reduce payment installment from R8900 to R7000 per month 3. - return my account from the lawyers back to ABSA bank

How I complained 1.- visited ABSA branches: (i) Jorrison branch ( spoke to Mulalo, Mbali, Oddette Cameiro, Sophie) (ii) Aberton branch - Voortreker (spoke to Mrs Olifant) (iii) New Market branch - Alberton (spoke to the branch manager) (iv) Rosebank branch (spoke to Gabisile) 2.- wrote several emails to (i)everydaybankingenquiries, (ii) ABSA complaints department and (iii)Jorrison branch manager- 3.- made phone calls to (i) customer service call center (since June 2020) (ii) ABSA action line (iii) Daly lawyers (spoke to Zanele, Desiree, ) (iv) complaints department (spoke to Deon Milton)

It is against this background that I am making this complaint to yourselves (Ombudman) so that the matter can be solved amicably and to point out the poor customer service I have received, not responding to emails absolutely and my subsequent handing over to lawyers without communication or my consent. NB - I do not want to deal with debt collectors, lawyers or external agents besides ABSA bank since I am not absconding or running away from making repayments.

I request this matter to be attended to and resolved as a matter of urgency and my request of repayment from R8900 p/m to R7000 be reviewed and granted by ABSA bank.

Regards