COMPLAINT | ABSA PERSONAL LOAN DEPARTMENT

In January 2024 I called ABSA Personal Loan department to make arrangement for January and February 2024 for a reduced repayment and then to reinstate the original agreement amount in March 2024.

In February they never deducted the reduced premium on Friday, 23rd Feb due to the debit order date of 25th of the month fell on a weekend. I had to call them and ask why they did not deduct and the abovementioned story was given to me and then I made an once-off payment to ABSA directly into the personal loan account number.

Come March 2024 they run the debit order and it was once again the reduced amount and not the original agreement amount that they had to deduct. Also, the agent told me in January that I do not have to call them in March to remind them to change the amount back to the original amount as they have set-up their system to default back... This was NOT the case.

They told me that I need to pay back the outstanding amounts as I am in arrears. I said I am not in arrears, you need to recalculate the total outstanding balance and get the new Term of the loan but the original agreement amount before my arrangement still needs to be deducted going forward. In any event the agent said it can't be done.

We then said okay as of the 25th of each month from April, May and June 2024 they will have to set the debit order to give the original amount plus the difference of the reduced amount to add both together and then deduct that higher amount for the three (3) months as they did not amend the loan term and then to reinstate the original agreement amount deduction from 25 July 2024 and so forth.

I then app**** for a vehicle loan and the company informed me that I have had 3 missed payments in 2024 and it had a negative impact on my credit score and credit record, furthermore there is an Admin Mark or Demand on my record as I have had 3 late payments to ABSA from January to March or April 2024. This was never the case.

I have since 26/04/2024 emailed and called ABSA to inform them to rectify my records and they have not responded nor called me since then. I don't even recall how many calls made to them. I finally decided to settle my vehicle loan, credit card loan and personal loan with them in May or June 2024 and moved to another bank.

I had follow ups done on the following dates (tried to capture as much as I can recall of the dates and the email addresses and been unsuccessful).

The follow updates 27/03/2024, 26/04/2024, 10/05/2024, 23/05/2024, 03/06/2024, 08/07/2024 and 30/12/2024.

Due to this Admin Mark and three missed payments I had to pay a higher monthly premium for my new car. They charged me R800 more due to this late payment reflecting on my credit score.

If I did not make any arrangements and indeed did not pay the monthly premiums due, then I understand the reason, BUT I paid every month but for the agreed and approved arrangement between myself and ABSA it should not have shown that I missed three payments, when it was never the case.

This is the most ****piest and disgusting service I have EVER experienced in my life with them. I decided to pay off all my debt with them and move. This is the best decision made, ever!

To date no one bothered to contact me nor tell me why they stated on my credit record that I had 3 months of missed payments and it is not so.