Formal Complaint and Request for Urgent Intervention – Reference 70/***

Good day,

Reference: 70/***

I am writing to formally express my deep dissatisfaction with the service I have received from Absa Trust regarding the administration of the NBC Trust.

Absa is generally a brand I respect and have always held in high regard. For this very reason, the service I have experienced from Absa Trust has been a profound disappointment and a significant let-down compared to the standards I associate with the Absa brand.

Our Trust was previously administered by Fairheads Benefits, and the level of service we received then was efficient, seamless, and reliable. Unfortunately, since Absa Trust took over the administration, the experience has been extremely frustrating and disappointing.

I became aware in November that Absa Trust had assumed administration of the NBC Trust. From my very first attempt to make contact, I encountered significant challenges. On several occasions, I held on calls for over an hour without being assisted, ultimately having to abandon the call. Following the advice on the automated voice prompt, I opted to communicate via email and submitted a claim on 24 November 2026 for 2026 school fees, stationery, and uniform.

The uniform payment was only processed just before the new year, and this was after multiple follow-up calls, each requiring me to hold for no less than 45 minutes. At no point did I experience a waiting time of less than this. Even more frustrating than the excessive waiting times has been the vague and often inconsistent information provided once calls are eventually answered.

On one of these calls, I dealt with an extremely hostile agent who refused to provide her name, stating that clients “drag their names”. The call ended abruptly when it was dropped by the same agent. The level of unprofessionalism during that interaction was deeply distressing and remains etched in my mind. Having dealt with call centres extensively, including having worked in one myself, this experience stands out as one of the worst I have encountered. It is alarming that a company of Absa’s stature would allow such conduct.

Yesterday, I called again to follow up on the payment of the school fees. On this occasion, I was assisted by a professional and courteous agent who advised that payment had been made. When I requested the proof of payment to provide to the school, she placed me on hold to consult with the administrator handling the matter. She then advised that the payment had, in fact, bounced back. This was unexpected, as I had earlier been informed that payment was successful. Despite the disappointing news, the agent handled the matter with exceptional professionalism, which I truly appreciated.

I was subsequently requested to submit the school’s banking details. These are the same banking details that have been used for years without issues, both by Fairheads Benefits and by myself personally. Nonetheless, I am concerned that this will result in further delays.

I hereby request urgent intervention in this matter and ask that I be provided with:

Proof of payment for the school fees; and

Confirmation that the school’s banking details and quotation, which were already submitted to Absa Trust, are on record and being acted upon.

I struggle to understand why an administration process that functioned smoothly under Fairheads Benefits has deteriorated so significantly. The current situation is not only frustrating but also unfair to the beneficiaries of the trust.

I trust that this matter will now receive the urgent attention it deserves. Ziyanda