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Thabo M

1 reviews | Active since Sept 2018

20 Sept 2018, 16:16

Being transfered to all departments noone knows what is going on....

Hi Absa, I'm currently on debt review with Absa vehicle finance as one of my creditors. I have been working towards settling my accounts with all my creditors however the services particularly the runaround that I'm receiving from the different departments with regards to my statement query is disrespectful and gives an impression that the ability of the service consultants to render assistance is down right not up to par.

On the 10th of August 2018, I received my monthly statement with the outstanding amount of R5976.06, with advanced amount of R2578.35. I called the ABSA call centre requesting that the advance amount be capitalized. I spoke to Mpumi Nkambule/ Mosoane who advised me to put that request on a letter.

On the 10th of September, I received my monthly statement indicating an outstanding amount of R2449.45. This indicated a discrepancy, because from the 10th of August 2018 to the 10th of September 2018 the following payment should have been deducted:

- R2528.37 advance amount to be capitalized - R3450.58 monthly payment made on the 30th of August 2018.

On the 12th of September 2018 I called the call centre spoke to Dineo to query 2 entries on my September statement that didn't make sense, Capital changes entry and Sundry item, she couldn't make sense of them and transferred me to Bridget in accounts, Bridget also couldn't explain the 2 entries and referred me to debt review. Debt review requested that I send them an email with my query. I sent and email to debt review on the 12th September 2018, reference number # ********** 8. The response I received from Christopher email dated 18 September 2018 is that they were unable to assist I should try the Absa call centre.

Today I called the Absa call centre, ABSA vehicle and asset finance, spoke to Tsholo, who after 15 minutes could not assist and transferred me to Nico, Nico spend 40 - 45 minutes trying unsuccessfully (atleast politely), including long periods of holding to confer with a collegue or supervisor only to finally advise me that they could not make head or tails of the transactions I should contact debt review department and request clarification from Shaunice Williams the person that entered the entries.

My question is after all my effect trying to understand the statement and calling every department i still need to look for Shaunice?

Can someone please look into my query, I was so look forward settling my account and in future utilizing your services because I have had a wonderful 60 months but this episode is leaving a sour taste.

Regards

Thabo

0
Replies (3)
Absa
Absa's reply21 Sept 2018, 11:47
Official

Dear Customer

Thank you for bringing this matter to our attention. We will investigate the matter and provide feedback once the matter has been resolved.

Kind regards
Nthabiseng Sibande
Group Customer Care
Absa Bank Ltd

TM
Thabo M's update26 Sept 2018, 14:38
Reviewer Update
Good Nthabiseng, Thank you for getting back to me within the 2 working days as you had pointed out, much appreciated. However I a still not convinced, is it possible to get my comprehensive statement from July 2013 to date. Then I will send you my additional comments. Regards Thabo
TM
Thabo M's update26 Sept 2018, 15:59
Reviewer Update
Dear Thabo Hellopeter case: Case Ref No. ********** About your case Thank you for raising your concern with the Bank and allowing us the opportunity to investigate and resolve your complaint. We refer to your case with regard to not being happy about poor service from Debt review, amounts and instalments being different from what was initially agreed upon. Our investigation • Kindly be advised that capitalizing the advance amount does not reduce the balance as there was a balance reduction already when you pay more than the required amount. • The capitalization done on the account reduced the term from five months to four months. • Capital changes on the statement is the capitalization of the advance amount R2528.37. • Sundry item is the added interest of R 49.98 + capitalized advanced amount of R2528.37 = R 2578.35. have attached an updated settlement letter. Conclusion Based on the information provided the case will be closed on our side as resolved. We apologize for the inconvenience caused to you Nthabiseng Sibande Specialist Case Manager Customer Care, Complaints Resolution Suite Retail and Business Banking .................................................................................................................................................................. My Response: Afternoon Nthabiseng, Its unfortunate that on your conclusion you regarding this case as closed based on the outcome of your investigation without further consulting me to clarify. I have the following comments on your investigation outcome: • The first bullet point does not make sense and its inconsistent with the "Analysis of amount payable on the 26th of August 2018 (which would have taken into account the September instalment and the capitalized amount) (let me know if you need clarity on this point) • On your second bullet point, I don’t understand how the remaining term can reduce without the reduction of outstanding amount if a fixed instalment is being paid? • On third point, Capital changes is the advance amount, why is it being added on to my outstanding amount instead of being deducted? • On last point, so in essence the advanced amount was subtracted in one entry and added in another line entry as part of the sundry item. Please can you take time to look into my case properly rather than confirming my complaint title.