Concern regarding account and loan switching experience

I am writing to formally express my concern regarding the process I have encountered while attempting to switch my bank account to Absa and transfer my existing loan from my current bank, a service advertised by yourselves.

Upon my initial call, I was informed that the calculation tool was offline and that a consultant would contact me the following day. Unfortunately, I did not receive any follow-up communication. I subsequently emailed the dedicated Switching address, only to be advised that my request was declined due to incomplete documentation—information I had not been made aware of at the outset.

I then reiterated my initial request to the switching consultant, who assured me yesterday that a consultant had been requested to contact me urgently. However, when I followed up this afternoon—during the only available time I had to make a call—I was informed that the consolidations department had already closed.

I must express my disappointment at the lack of proactive support and follow-through, particularly as a prospective client who was genuinely looking forward to establishing a long-term relationship with Absa.

I am sharing this feedback with your department in the hope that future clients will not be subjected to a similarly frustrating experience.