NCEBA MONYANE'S APPALLING CUSTOMER SERVICE !!!

I am writing to EXPRESS my dissatisfaction with the service provided in response to my latest online loan application, which was filed on 30/10/2024. The application was assigned to one of your consultants, Nceaba Monyane. On 04/11/2024, I called the bank to inquire about the status of the application, and I was informed that I needed to send a copy of my ID as well as the most recent payslip, which I did. I called the bank again on Wednesday, 06/11/2024, to inquire about the status of the application. I was told that the credit department needed my three months' bank statement, three payslips, and the bank statement from where my other income came, which I provided.

I contacted the bank again the same day to see if they had received all the documents, only to learn that the application had been withdrawn. I inquired as to why it was pulled, but connected to Nceba, who stated that they required a lease agreement. I inquired what was the lease agreement for since I do not rent or have tenants? I explained that I only receive an additional income from my husband. I explained to Nceba that I pay part of the expenses, such as the bond payment, and my husband pays money into my account monthly. His statement and the statement I sent serve as proof of this. Nceba stated he would send all of the information to the credit department and get back to me with feedback, but he never did. I also sent him an e-mail and he never responded. I called ABSA again yesterday, 11/11/2024 and was told the application had been declined. When I questioned why, the consultant indicated they had not received the lease agreement for the rental amount, despite my repeated explanation that my extra income was not for rental purposes. I then requested to talk with Nceba, who informed me that he would contact the credit department and get back to me before the end of business, but he never did.

10 days later, I still do not know the status of my application. Despite following all application guidelines, I had challenges with this application, including a lack of professionalism, poor communication, incorrect information, and unhelpfulness. This experience made me feel annoyed, devalued, and inconvenienced. I believe ABSA cherishes its consumers and strives to deliver high-quality service. I'd appreciate any steps you may take to resolve this issue and guarantee that future encounters match the anticipated standards. All I need to know is the outcome of my application.

Following the submission of a complaint email today, 12/11/2024, he contacted me, and we went through the security check that he claimed I had failed, resulting in my account being blocked. He assured me that he will call me back in 30 minutes. At approximately 11:100, I noticed that I had missed a call from ABSA that rang twice, so I returned the call and asked Masetlane to connect me with Nceba. I was placed on hold, and she then informed me that Nceba was occupied with a customer. I left a message for him to return my call, but, as usual, he did not. I hope ABSA can review all my telecommunications with him.