Breach Of Client Confidentiality and Unprofessional Behaviour

<p>Good day.</p> <p>I am utterly disgusted with ABSA and Umvelo Risk Management. On Thursday the 9th of June, I received a call on my work line from Bianca at Umvelo Company. She was looking for my Mother regarding her Vehicle account that is in arrears. I asked her where she had obtained my details from and she said from my Mothers account under relatives details. I knew right there and then that she talking nonsense because the vehicle was bought in 2010 and I only started working at my current employer in 2014 so there was no way she could have added my WORK line as alternative contact details, invasion of privacy must have taken place in order for them to get hold of me, I would like to see in writing where they got permission from to do that? In writing! Secondly, she insisted that my Mothers arrears amount is R16000 as she hasn't paid her monthly installments of R3800 sinceJanuary 2016. My Mother made a payment of R11100 on the same Thursday that Bianca called me, however I was not aware of this and I told Bianca that I would help my Mother but can only do so on my pay date which is the 21st. I was hoping that since she is a Human being with responsibilities and relies on a salary to manage her debts, she will understand but instead she was very uncompassionate and just persued that they will collect the vehicle on Monday if that amount is not received. To my surprise, I get a phone call this afternoon at my workplace informing me that a gentleman, Nick Rheder from ABSA is here to collect a vehicle that belongs to my Mother from ME?!? At my workplace, interrupting me while I am busy in meetings and my work! I advised the gentleman of the payment that has been made and I said I would phone him later once I had spoken to Bianca, because he told me that there is an amount of R4690 still outstanding. To get clarity, he calls Bianca and she was not even aware that a payment of R11100 was made on the account, after placing us on hold she returns and says that the payment has been made however there is still R4690 outstanding. I allowed the two of them to conclude on the phone that a payment of R4690 needs to be made by 10am tomorrow otherwise they will collect the vehicle. No appreciation or acknowledgement at all for the fact that their unemployed client made a huge effort and managed to make a payment covering her 3 months arrears account, none whatsoever.</p> <p>In the late noon I then make a call to Bianca who took two hours to get back to me, after attempting to call her twice. So professional and efficient! I wanted her to explain this R16000 as I was puzzled with the outstanding balance of R4690. I asked her the following details</p> <p>1. Monthly Payment Amount 2. Payment due date and 3. Arrears 4.Last time payment was made</p> <p>Her answers 1. R3800 2. last day of every month 3. R16000 4.No payment sinceJanuary.</p> <p>According to my calculations and I base it on her answers, if my mom is in arrears for 6 months, which is nonsense as I know she made a payment in February of more or less the same amount she paid last week, meaning the arrears amount should then be R3800 x 6 = R22800? So where does the R16000 come from? Why is it not R22800? If her debit date is the last day of every month and she hasn't made a payment on her account for 3 monthswhich is what she is aware of, that means her March, April and May installments are outstanding cause those months have already passed (last day) and her June installment is not yet due. So what is this R4690? She couldn't explain</p> <p>She was very rude on the phone and extremely defensive as she couldn't provide me with answers. Threatening me that they will collect the car tomorrow if the payment isn't made. That they will send a warrant of arrest. I must have told her about 5 times that no further payment will be made until i receive the statement that she is looking at and until I am satifsfied with the amounts paid and owing and I also told her that the vehicle will not get collected until I am satisfied with the statement! She then further on continued to tell me that the account doesn't belong to me and I shouldn't be worried about the statement, my answer to that was very easy and brought me to the first part of the complaint regarding client confidentiality. </p> <p>Key issues here are:</p> <p>1. She had no means of authenticating me to ensure that she indeed speaking to Patricia Shongwe's daughter!</p> <p>2. She willingly and openly provided me with my Mothers very sensitive financial information, without even knowing who I am!</p> <p>3. They clearly did some type of search (I will find out soon), invading my privacy and digging into my private life! I'm not your client, you o have no consent from either my mother or myself to conduct such a search in my personal business.</p> <p>4. She is clearly clueless regarding the status of the account and yet she is arrogant in her ways.</p> <p> </p> <p>My Mother has been a loyal client of ABSA, she always made her payments on time and never missed even once! I cannot believe that a Bank like ABSA can not meet their clients at the point of their needs and make a plan for their clients. I cannot believe that a whole Bank would want to repossess a vehicle because of a mere R4690, allegedly, that is outstanding! I cannot believe that you have people like Bianca dealing with your clients when she is so out of touch with humanity and humility. </p> <p>I would like to co-operate with the bank and get this account up to date but I need the bank to co-operate with my Mother as well. This is a rather urgent and very sensitive matter. I would like for someone, senior preferrably, to contact me in the morning to discuss this. </p> <p> </p>