Four Emails, No Assistance, No Customer Care – Goodbye Absa

I am extremely disappointed with the service I received from Absa regarding my home loan.

As a loyal customer who has always made my payments on time and maintained my account in good standing, I approached the bank for temporary financial relief due to the rising cost of living, increasing interest rates, fuel costs, and other financial pressures.

What makes this even more frustrating is that Absa’s website promotes assistance and support for customers experiencing financial difficulties. Based on this information, I believed that I would receive guidance and practical options to help me through a temporary financial challenge. Unfortunately, this was not my experience.

After sending four emails explaining my circumstances and requesting assistance, I still did not receive any meaningful support or practical solutions. Instead, I was repeatedly asked for further motivation despite already providing detailed explanations of my situation. The responses felt generic and gave the impression that my concerns were not being properly considered.

I understand that banks have policies and procedures, but I expected a greater level of customer care and a willingness to assist a customer with a proven payment history. Unfortunately, the process was frustrating, impersonal, and lacked empathy.

This experience has left me feeling that customer loyalty is not valued. After four emails and no meaningful assistance, I have decided to move my home loan to another bank that is willing to support its customers and provide better service.

I hope Absa takes customer feedback seriously and aligns the assistance it advertises with the service customers actually receive.