Deeply disappointed in Absa after years of loyalty

I am extremely disappointed with Absa and the way this matter has been handled.

I have a vehicle financed through Absa, and I received an email from Absa Vehicle and Commercial Asset Finance regarding proof of comprehensive insurance for my vehicle.

I completely understand that Absa needs confirmation that a financed vehicle is insured. I have comprehensive insurance and, as requested, I emailed Absa confirmation of my existing cover.

What I find unacceptable is the way the matter was communicated.

The email stated that if I did not provide confirmation within 30 days, Absa could take out an insurance policy on my behalf and debit my account with R2,047.78, on top of my normal monthly instalment.

I received the same threat via SMS as well.

As a loyal Absa customer, I found this extremely upsetting. I have comp**** with the request and provided proof of my existing insurance, yet the communication made me feel as though I was being treated as someone who was failing to meet my obligations rather than as a longstanding customer who had simply been asked to provide documentation.

I understand the contractual requirement. What I do not understand is why the communication had to be handled in such a threatening manner, particularly when I already have comprehensive insurance.

This experience has seriously damaged my trust in Absa. I am now considering moving my banking relationship away from Absa because of how this situation has made me feel as a customer.

I have formally complained to Absa and have asked them to:

1. Confirm that my insurance documentation has been received and accepted; 2. Confirm that no additional insurance policy will be taken out; 3. Confirm that the R2,047.78 will not be debited from my account; 4. Explain why I received both an email and SMS threatening the additional debit; and 5. Provide an appropriate gesture of goodwill in recognition of the distress and disappointment caused.

I have been loyal to Absa, but loyalty needs to work both ways. I sincerely hope Absa takes this complaint seriously and uses it as an opportunity to restore my confidence in the bank.

Absa ***