Incompetency Reigns Supreme at ABSA
ABSA handed me to their lawyers, following false allegations of missed premiums/debit orders on a personal Loan, an account that was settled in March 2020 already, something they acknowledged and even refunded me some of the monies paid towards a settlement because they had overcharged. A few months later I was contacted by Brooks & Luyts, apparently acting on behalf of ABSA, because according to ABSA, I owed them a measly amount of R1895, and this is what prompted ABSA to hand me over to their lawyers, without even engaging me once! I have been with ABSA for 22 years, I currently have a Home Loan account with them, which has never been defaulted once! I have had numerous personal loans with ABSA, all of which were settled, some in record time, without defaulting not once, yet some bright spark at ABSA saw it fit to run to their lawyers, about their very own incompetency, not sure how else to call it! Lodged an official complaint on the 28-August-2020, to date, this query has never been resolved, the least I got was a call from one of their consultants, who wanted to know what my query was about, despite a detailed report with facts on my original query.
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Absa's replyOfficial
18 Sept 2020, 12:19Dear Shawn Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology . Your complaint reference number is C-***4. I will review and provide you with my specific contact details as well as your unique complaint reference number, and an expected timeframe for further feedback within the next four hours . Kind regards,Daphne Le GrangeGroup Customer Care
Absa's reply18 Sept 2020, 12:19
Official
Dear Shawn Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology . Your complaint reference number is C-***4. I will review and provide you with my specific contact details as well as your unique complaint reference number, and an expected timeframe for further feedback within the next four hours . Kind regards,Daphne Le GrangeGroup Customer Care
's updateReviewer Update
18 Sept 2020, 14:55They came back to me, and instead of accounting for this blunder by answering my very specific questions, they took the easy way out by offering a scripted, half-hearted apology! Meanwhile, my reputation has suffered damage due to their incompetency. One would have expected the settlement letter to form part of the final feedback, but not Absa!!!!!!!!!
I NEED MY SETTLEMENT LETTER SENT TO ME URGENTLY, AS WELL AS ANSWERS TO MY VERY DIRECT, UNAMBIGIOUS QUESTIONS PLEASE, NOTHING LESS WILL SUFFICE!!!!
I NEED MY SETTLEMENT LETTER SENT TO ME URGENTLY, AS WELL AS ANSWERS TO MY VERY DIRECT, UNAMBIGIOUS QUESTIONS PLEASE, NOTHING LESS WILL SUFFICE!!!!
's update18 Sept 2020, 14:55
Reviewer Update
They came back to me, and instead of accounting for this blunder by answering my very specific questions, they took the easy way out by offering a scripted, half-hearted apology! Meanwhile, my reputation has suffered damage due to their incompetency. One would have expected the settlement letter to form part of the final feedback, but not Absa!!!!!!!!!
I NEED MY SETTLEMENT LETTER SENT TO ME URGENTLY, AS WELL AS ANSWERS TO MY VERY DIRECT, UNAMBIGIOUS QUESTIONS PLEASE, NOTHING LESS WILL SUFFICE!!!!
I NEED MY SETTLEMENT LETTER SENT TO ME URGENTLY, AS WELL AS ANSWERS TO MY VERY DIRECT, UNAMBIGIOUS QUESTIONS PLEASE, NOTHING LESS WILL SUFFICE!!!!
's updateReviewer Update
22 Sept 2020, 16:00It's Day 2 of the new week, I still have not heard from ABSA in terms of the finalization of my query. Below is what they sent me on Friday, following the broadcasting of my query on this platform.
About your complaint
Once again, thank you for raising your concern with the Bank and allowing me the opportunity to investigate and resolve your complaint. I am glad to inform you that the complaint has been resolved in the following manner.
Our investigation
Please note as per our systems, your personal loan has been settled.
A request has been set to close the account.
We would hereby, like to take this opportunity to apologize for any inconvenience caused and trust that this matter did not jeopardize any future relationships you may incur within the ABSA Group.
Should you have any further questions or concerns in this regard, please do not hesitate to contact the writer hereof.
Kind regards
Now, my issue here is two questions were posed to them, first one being, how did this error happen, given that I bank with them and have never missed a single debit order on all the accounts I've had with them, including the loan in question? The second question was, why were they quick to hand me over to their lawyers, even before engaging me once, about a suspected missed payment? Assuming I owed them, I would have expected someone from ABSA to engage me in an attempt to recover their monies, however, that did not happen except that their lawyers surprised me with unwelcome confrontation because according to their client ABSA, I had defaulted on payments. Mind you, i'm a long standing customer of ABSA's, 22 years to be more exact but they somehow, for reasons known to them, saw it fit to hand me over to their lawyers and in the process tarnish my name and reputation, only to come back later and apologize, without explaining themselves and this I find to be deplorable !!!
Lastly, it is proving to be a mission to get my settlement letter from them, now that they have finally realized that I do not owe them afterall!!!!
About your complaint
Once again, thank you for raising your concern with the Bank and allowing me the opportunity to investigate and resolve your complaint. I am glad to inform you that the complaint has been resolved in the following manner.
Our investigation
Please note as per our systems, your personal loan has been settled.
A request has been set to close the account.
We would hereby, like to take this opportunity to apologize for any inconvenience caused and trust that this matter did not jeopardize any future relationships you may incur within the ABSA Group.
Should you have any further questions or concerns in this regard, please do not hesitate to contact the writer hereof.
Kind regards
Now, my issue here is two questions were posed to them, first one being, how did this error happen, given that I bank with them and have never missed a single debit order on all the accounts I've had with them, including the loan in question? The second question was, why were they quick to hand me over to their lawyers, even before engaging me once, about a suspected missed payment? Assuming I owed them, I would have expected someone from ABSA to engage me in an attempt to recover their monies, however, that did not happen except that their lawyers surprised me with unwelcome confrontation because according to their client ABSA, I had defaulted on payments. Mind you, i'm a long standing customer of ABSA's, 22 years to be more exact but they somehow, for reasons known to them, saw it fit to hand me over to their lawyers and in the process tarnish my name and reputation, only to come back later and apologize, without explaining themselves and this I find to be deplorable !!!
Lastly, it is proving to be a mission to get my settlement letter from them, now that they have finally realized that I do not owe them afterall!!!!
's update22 Sept 2020, 16:00
Reviewer Update
It's Day 2 of the new week, I still have not heard from ABSA in terms of the finalization of my query. Below is what they sent me on Friday, following the broadcasting of my query on this platform.
About your complaint
Once again, thank you for raising your concern with the Bank and allowing me the opportunity to investigate and resolve your complaint. I am glad to inform you that the complaint has been resolved in the following manner.
Our investigation
Please note as per our systems, your personal loan has been settled.
A request has been set to close the account.
We would hereby, like to take this opportunity to apologize for any inconvenience caused and trust that this matter did not jeopardize any future relationships you may incur within the ABSA Group.
Should you have any further questions or concerns in this regard, please do not hesitate to contact the writer hereof.
Kind regards
Now, my issue here is two questions were posed to them, first one being, how did this error happen, given that I bank with them and have never missed a single debit order on all the accounts I've had with them, including the loan in question? The second question was, why were they quick to hand me over to their lawyers, even before engaging me once, about a suspected missed payment? Assuming I owed them, I would have expected someone from ABSA to engage me in an attempt to recover their monies, however, that did not happen except that their lawyers surprised me with unwelcome confrontation because according to their client ABSA, I had defaulted on payments. Mind you, i'm a long standing customer of ABSA's, 22 years to be more exact but they somehow, for reasons known to them, saw it fit to hand me over to their lawyers and in the process tarnish my name and reputation, only to come back later and apologize, without explaining themselves and this I find to be deplorable !!!
Lastly, it is proving to be a mission to get my settlement letter from them, now that they have finally realized that I do not owe them afterall!!!!
About your complaint
Once again, thank you for raising your concern with the Bank and allowing me the opportunity to investigate and resolve your complaint. I am glad to inform you that the complaint has been resolved in the following manner.
Our investigation
Please note as per our systems, your personal loan has been settled.
A request has been set to close the account.
We would hereby, like to take this opportunity to apologize for any inconvenience caused and trust that this matter did not jeopardize any future relationships you may incur within the ABSA Group.
Should you have any further questions or concerns in this regard, please do not hesitate to contact the writer hereof.
Kind regards
Now, my issue here is two questions were posed to them, first one being, how did this error happen, given that I bank with them and have never missed a single debit order on all the accounts I've had with them, including the loan in question? The second question was, why were they quick to hand me over to their lawyers, even before engaging me once, about a suspected missed payment? Assuming I owed them, I would have expected someone from ABSA to engage me in an attempt to recover their monies, however, that did not happen except that their lawyers surprised me with unwelcome confrontation because according to their client ABSA, I had defaulted on payments. Mind you, i'm a long standing customer of ABSA's, 22 years to be more exact but they somehow, for reasons known to them, saw it fit to hand me over to their lawyers and in the process tarnish my name and reputation, only to come back later and apologize, without explaining themselves and this I find to be deplorable !!!
Lastly, it is proving to be a mission to get my settlement letter from them, now that they have finally realized that I do not owe them afterall!!!!