Does my story REALLY matter to Absa? A poor experience

I am a longstanding Absa client (over two decades). I app**** to Absa for a product on 02 January and submitted all the requested documents the very next day, 03 January. I had to phone in on numerous occasions to keep the process moving forward - if I did not phone in, nobody got back to me. Finally today, 13 January, I received the result, to the effect that my request had been declined. The call centre agent confirmed, when I specifically asked, that the decision had been available on the system at around 11:30 the day before, 12 January, and yet once again I had to phone in to actually get the information - the following day. By not contacting me yesterday when the information was available, the person assigned to my case lost me a day in which I could have planned - including going to another financial services institution. My complaint is firstly about the poor customer service, as outlined above, and secondly about the credit division's decision, whereby the credit division did not take note of the positive change of circumstances during 2026 that will affect my rating in a positive manner. This lack of investigation is not consistent with the assertion from Absa to its clients that 'Your story matters'. Certainly I do not feel heard and I do not feel respected as a client; instead I simply feel like a number. It has been a very poor experience overall. The only exception here has been your contact centre agents, who I have found to be warm and commendable during my phone conversations with them. And so, to give credit where it is due, I would like to offer a big thumbs-up to your call centre agents - there at least Absa is doing something right. In contrast, a big thumbs-down to the lady who consistently did not get back to me timeously. And the biggest thumbs-down of all to your credit division, who do not treat me in the least as though my story matters.