Disgusted with service

Tue, Feb 8, 10:27 AM to actionline, absa, complaints

Good Morning

I would like to make a formal complaint regarding the customer service I have received from the members working with in your Absa vehicle finance departments.

My vehicle has been repossessed last week wednesday 02.02.2021, I received no documentation from the recovery people all i received was a letter from the sheriff of the court to say the vehicle needs to be given back to the bank in which i did not argue but just gave the car as per their request,

I have not received any formal notification from absa bank with next steps and what to do.

I attempted calling the legal team on numerous occasions to discuss what my options are and how this works to get the vehicle back but nothing at all. I spoke to someone yesterday and asked her if i can make arrangements to get the vehicle back but her response to me was so cold and all she said was that the only way you can get the car back is by settling the vehicle, I asked if i could make an arrangements she advised that this is not possible.

I asked her what are my other options and where is the car located, all she said was i don't know you will have to speak to our other department.

I am literally lost for words and don't know what to do or how to do it,

All I want is for someone to give me a call and explain the process to me as to what is going to happen , how many days i have and what next steps i can take or what next steps the bank will take if i don't come up with the money to settle the account.

I have not even received any notices from the bank or anything.

A further email was sent to absa bank after this email was sent on the 08.02.2022.

a follow up email was sent on the 22.04.2022 after no contact has been received from ABSA BANK.

Hi there

The vehicle has gone for auction on the 18th of march and i have still not heard anything from Absa bank with regards to next steps and what the conditions are of the remaining balance still owed in which i am guessing is R0.00 because no one has been in communication with myself ever since the last email which was on the 09 March 2022.

I am disgusted in the type of service I am receiving from Absa Bank in terms of keeping me updated with what is happening, It was already traumatising losing the vehicle but I managed to make peace with the fact but having to run after you guys all the time for an update is not acceptable.

I have been running around since day 1 of this process and with no success am I getting anywhere.

I had to make contact with your offices to find out what are the steps that are going to be taken only to be told i need to speak to someone else, Being transferred from one person to the next for more than 3 days,

Then I took the initiative to email you guys and CC in the complaints team in which you guys then responded so fast and made contact with me but that was also the last. I dont understand what type of customer service this is where by a existing customer of yours have to run around looking for answers and advise on what to do and now having to chase you guys once again for a update on the vehicle,

I dont even know if this vehicle is still on my name or what, The person who bought the vehicle could be doing ******* stuff with the vehicle and this will then be coming to me as I guess I am still the owner of the vehicle according to the traffic department. THIS TYPE OF SERVICE IS NOT ACCEPTABLE.

No one has ever come forward to me to explain the process from step 1 to the final stage, Which means you dont care about the people who becomes your customers, You just in it for the money and this is disgusting but you proclaim -

We are obsessed with the customer We are curious, and we anticipate customers’ needs We each take ownership of delivering the One Absa customer experience We outperform by going beyond customer expectations. "We can help you take control of your debt and manage your finances better. Working together with you, we will review your financial situation and provide possible solutions to help you take back control of your finances.

No even to mention your mission statement which is clearly not the service i received from Absa bank

''Absa Bank, a wholly owned subsidiary of the Absa Group, offers a range of retail, business, wealth management, corporate and investment solutions to customers and clients across South Africa. Our ambition is to sustainably create shared value and play an integral role in our customers’ and clients’ life journey, empowering them to achieve more and to recommend us to family, friends and business associates.

Absa is a truly African brand, inspired by the people we serve and determined to be always brave, passionate and ready so that we can make Africa proud''

I dont understand how you put your customers first when I have to run around looking for answers and emailing the world in order to understand what is happening and what my next steps are. How are you empowering people with this level of customer service?

This is a formal complaint and I wish for it to be dealt with or I will be forced to take further action or seek some legal advice and take this to the media to show the world what type of service ABSA SOUTH AFRICA gives to their clients

Please see below the previous email I sent off to try and get some information regarding the process in which you have failed to explain.

Thank you