How can a company of this size not have a proper CRM in place?

I am utterly disgusted by Absa and how their treat their clients. Not once have a thought I will have to write a negative review over something as simple as proper internal communication that should be in place. After I had arrangements, paid yet they hand over my account to an external company to go visit my old place of work and old home address to ask about my whereabouts like I am a *****.

How difficult is it to make a note on the system? Make a note, then save it for the next person to see updates? How can a company of this size not have a proper CRM in place?

Yes my Vehicle is financed with you, yes I have defaulted on payment however have I not communicated?