Incorrect advice

Following the below email attached was escalated to the manager on the 1 December 2022, to date no feedback was provided to advise that this will be escalated or investigated. Take note I am in the process of writing to the Ombudsman and make them aware of how your company had given wrong advice then dissappear on me when someone was supposed to take account of this mess.

It is with utmost disappointment that I have to address this type of email to you regarding an unbearable situation we have faced for over 9 months. I believe you would agree with me that I have been more than patient for the type of service I are receiving.

On the 09/02/2022, we came to your branch and we were assisted by one of your staff members: Leonard Madhadzhi who took us through the personal loan process and even recommended we take the Absa Life policies that will assist drop the premium charged for Credit life. We continued to follow the referral, the Absa life premium came out cheaper from the policy we had and we decided to go ahead to take it. These Documents were subsequently submitted to Leonard. No feedback was provided indicating that he received our documents.

Please take note that on the 15/02/2022 I received a massage advising we app**** for : Credit protector plan. We asked Leonard about this sms (Refer to the second attachment) to date no feedback was provided.

Should I assume He did this on our behalf or this was a normal standard process ?.mu wife send Leonard a follow up email in February 2022 regarding a concern over the premium difference we agreed on, the email was yet again ignored.

Seeing that we were communicating with an automated system, we decided to come to the branch (13/09/2022)and find out what is the challenge to resolve this long pending matter. We were assisted by Leonard who I asked why our emails were not responded to and all he could say was he might have missed them. I broke down the matter to Leonard again explaining that we want to settle of the loans but with all the incorrect debit order taken from our accounts, we would like him to resolve that first and tell us how much the settlement will be. He asked to go speak to his manager first and see if she can’t assist, Upon his return we were told that the Life covers we took which he recommended we take is incorrect.

You will note its 7 months later with no one responding to our follow up emails and we are told that product he recommended to us was incorrect!!!!!!!!!!! My question to Leonard was in this case who gave the incorrect advise because even when Life called us as his referal (protecting the interest of the bank) the loan taken from the bank and that we needed to take the Life covers . You need to take note that in the process of all these issues, the shocking part being told that the life cover is incorrect after paying so much months of premiums and the loan. Can someone tell us that you recommended a product you knew doesn’t serve the purpose and then ignored us for months.

Who should be held responsible?

The last time we were at your branch we were advised this matter has been escalated to you the manager and If we could give you some time you will provide feedback.

Again it was us following up and Leonard not responding to our emails. My wife requested some time to resolve this matter since and escalated this to the consultant mananger on the 01st December 2022, but to date no one has provided feedback.

I don’t want to believe this is the type of service given to our client if one cannot even respond to their colleague’s email on such a long pending matter.

How I wish the service was delightful as when I was loan was granted to us.

Its over 9 months later and still nothing has happened to date