Drive Me Home service Left me stranded. Did not arrive at all!!

This is a complaint that I have already raised with ABSA on the 2nd Oct, as the incident happened on the 30th September. My complaint has been passed from one person to another with no concrete solution.

I just wanted to bring to light my experience this past weekend when i tried using the 'Take me Home' service for the first time. I booked my trip for Saturday using the link - www.absatmh.co.za, to be picked up at 10pm. I got a confirmation call at 9pm to check if I am still good to be picked up. I said yes. 10pm came and went, no one was there. At 10:20pm when i phone the number that had phoned, the driver tells me he had a breakdown and has referred the matter to another driver, who will call me when they arrive. 11pm came, NO CALL. I then proceed to call your customer service number - ***. I spoke to someone named Ben, explained my situation. They tell me that they will find out what is happening, and get back to me. Well, BEN did NOT get back to me...the whole night...not ever. So i was left stranded. So when I went back online to see if maybe my trip was cancelled....it reflects that I now have 7 trips left and not 8. But i was never picked up. I don't know what I am expecting to happen with this email, but I am HIGHLY disappointed in the lack of service I received this weekend. And the fact that to this point, no one has contacted me to rectify what has happened. Not to mention that i was left in a helpless situation, in a place that I hardly knew, and anything could have happened to me. The main reason I switched to Premium, was the drive me home service...and to think that THIS was my first experience leaves me worried about trusting you guys with this going forward.

I have since received a phone call from someone who apologized, which I appreciated. They then gave me a reason/excuse why my driver didn't come, but when i questioned why their customer service person did not get back to me....there was no response. When i check online, it STILL reflects I only have 7 rides left. I was lucky that I was at someone's house, people I had only recently met. But what if I was stuck in the middle of no where, and i was in a dangerous situation...or had decided to get behind the wheel under the influence, simply because i felt unsafe....what would have been ABSA's response.

HIGHLY disappointed! I am still waiting for some sort of resolution/understanding on this