Failure to take ownership on mistakes

Good Day

What an absolute mission it has been to even speak to one person whom I have asked for my query to be escalated to someone in a managerial position.

I called on the 2nd of Jan, requesting a settlement letter for my vehicle as I wanted to settle it. With my payment not going through - I then requested another updated one on the 4th Jan. I then proceeded to explain why I needed an updated one & after the gentlemen confirmed that the amount has in fact NOT changed - I then double checked with him. He then told me not to worry & sent me a new letter, same amount with an updated date & I proceeded to settle the vehicle & sell it on. 2 weeks later I get a call stating that I own a payment on the vehicle - shocked & in abit of a panic I then explained my facts to the person who absolutely became a arrogant, impathetic, rude & plane unhelpful!!! I told him after our 15min back & forth that I want a manager to call me ASAP! 3 days went by & nothing...I the call looking for someone to speak to that was affiliated with this guy. Instead I got to a lady who then proceeded to assist me with what happened. She then said she will revert back.

3 days later I received a missed call from this number: ********** - I called back & then spoke to another gentleman who then said that in nowhere in the notes was my query escalated!!! I then got really annoyed...but kept my calm. He then mentioned that it should have gone to a person named Angel & then assured me that he will escalate it. Straight after that the previous lady called requesting the 2 separate mails with their respective letters. It was sent immediately once I received her email address. Then today I receive an sms stating that the payment will be deducted; what nonsense is this??!? Nobody’s calls be back with feedback, nobody from any form of management even tries to make contact with me. I then send a mail to the lady asked what’s going on; her response is as follows “Please note that the payment is still due to be paid. your account has been handed over to the legal department For further collection.” I unequivocally decline to adhere to this type of service, if it was my mistake I would take ownership but when it’s a member of ABSA, clearly the bias toward them vs the client is astronomically in their favor!! Guys this is not fair in any way on me who went out of my way to make sure I was getting the correct facts before I executed my sale in order to make sure All was sorted. I want someone with authority to call me ASAP!!!! I will take this to the ombudsman & even further follow the procedures made for me as a consumer, especially that I have collected the evidence & shared it with ABSA - HORRIBLE, HORRIBLE experience that has left me completely disappointed & uncertain regarding my entire experience...please contact me ASAP.