Congratulations ABSA on your non-existing value : Service - We put our customers and clients at the centre of what we do

<p>On January 9 we returned from holiday a day earlier prompted by our housekeeper who phoned us about the ceiling in the lounge where a hole collapsed due to excessive rain. Sadly this was indeed the case and the size of the hole was +- 1.5m x 30cm. We supported the ceiling with a pole on a chair to prevent further damage to the rhinolite ceiling and after almost 9 weeks, I still have the hole, chair and pole in my lounge. Lovely isn't it? Thank you ABSA for the pathetic service to one of your loyal customers! </p> <p> </p> <p>We reported the incident to ABSA Insurance the next day and an accessor came to our premises the next week to assess the damage, check the condition of the roof etc. Since then, I followed up a number of times going through the patience game on following up on a claim, we've had a long list of promises and oh sorry, we'll send an assessor and yes, we understand that it is unacceptable and supposedly misunderstandings between the contractor, fixing of the roof etc, but the hole is still there...</p> <p> </p> <p> So I called last week and insisted on speaking to a consultant but to a manager. Managers were in a meeting and I was told that the manager will phone me which didn't happe (as they didn't receive the message), so I called again the next day. Spoke to a manager who was trying to help and promised to escalate the matter. They sent out the contractor again on Friday 27 February to take pictures of the roof which should have happened at the first inspection. And no response thereafter.... I finally reported the incident to ABSA complaints on Monday 6 March and received another SMS promise of an investigation and report by today 9 March 2017. ABSA callled my husband on Tuesday (7 March) and told him that they will send an internal assessor. Guess what? No call, no assessor, no service! I cannot even find the words to describe how disgusted I am!! Sure, I can carry on about the other ABSA non-existing values like Excellence - We use our energy, s****s and resources to deliver the best sustainable results and just laugh my disgusted laugh. </p> <p> </p> <p>How is it possible that you can pay insurance fees for all these years, only have one geyser claim, and no one is interested in helping you? No service, no excellence, no integrity, respect of stewardship. Sadly, I had this experience with three ABSA departments in the past year, including Homeloans, Estates and now Insurance - everything has to turn into a fight. You are failing us ABSA - on top of this - there is nothing wrong with my English, but I cannot even get someone to speak to me in my preferred language anymore. I've tried several times, not successful and I simply revert to English not to hold on for another 45 minutes. </p> <p>In the end, it is all about service ....</p> <p> </p> <p> </p>