Duration to Receive letter of Cession from Absa

<p>I have been an Absa customer from the time I was considered old enough to possess a bank card. When the time came to purchase a house I got a mortgage loan from Absa with a life policy at the value of the loan. I wanted to cede my liberty policy to Absa (cancel Absa life policy and attach the Liberty life policy to the bond). This process started in August 2016 when I was told that I should e-mail ********** then I received an e-mail stating that I should go into a branch and the branch consultant/agent should call Bonds Dept (number stated in the e-mail). I went to Absa Northgate branch and was assisted by someone who called the number on the e-mail but it seemed she was not aware of the process, she then promised to liaise with me in this matter. I was called 2 weeks later to go to the branch and sign some documents and I did as I was asked. That person has never called me back since and never responded to my phone calls or e-mails. I started this process again in April 2017 when I sent an e-mail to ********** and this time I visited the Absa Sandton branch. I was assisted by a lady in the loans department who was also unaware of the process – I showed her the automated response I have received (for the second time) after sending the e-mail to retentions and she called the number that was suggested in the e-mail. The person who answered the phone on the other end instructed the lady in the branch to tell me to send an e-mail to ********** to which I said I already have… twice, then she was instructed to tell me to send an e-mail to ********** She also made a copy of my ID and the new policy and sent it to ********** When I sent the e-mail to ********** the response I got was that I should go to the branch and ask them to send this request to ********** So I responded and said that the mail has already been sent and I forwarded the mail that had already been sent to ********** to which she responded and said that an agent will contact me. I was then contacted on 8 June 2017 to ask if I have my letter of cession. I informed the lady I spoke to that I have not received feedback. I was given the Absa bond number and Absa Home Loans number and no one could assist me or direct me to who could assist me. This process began in August 2016. In an age where banks (and companies in general) are becoming more customer centric and processes are influenced by the experience of the customer, this experience has been the most frustrating.</p> <p> </p>