DISGRACEFUL CUSTOMER CARE

On December 2017, I had a vehicle accident, my car was rear ended. I paid the excess on the car to have it fixed as the culprit was not forthcoming. This matter was handed over to Absa I Direct Insurance's Attorneys (VFV Attorneys) who have been less than help full. They keep giving me vague answers and it would seem that after the culprit agreed to pay, they have only received an amount of R500 from him in all this time. Absolutely no effort has been made to recover the moneys that I paid for my excess. I even got the response to say there was nothing they can do and that after a certain period of time the case will get written off. So why am I paying insurance when they wont even assist their client. All the years I have been with ABSA I Direct have I experienced this lack of interest in helping a customer. Absolutely disgraceful. I sent the Attorneys two emails the beginning of August and still have had no reply. Claim number : ***1*002*009