NO COVID RELIEF - NOT EVEN FOR PENSIONERS

I have been an Absa client since 1974. I am a pensioner. I live month-to-month. I depend on my daughter for financial support. Due to the CoVid lockdown, my daughter isn't receiving a salary. Needless to say, my meager pension, which was paid today, is my lifeblood.

Within minutes of my pension being paid into my account, Absa deducted both my home- and personal loan - the full amounts. This, despite an email communication (and wide media circulation), that Absa would be assisting its clients during these uncertain times. As with most big banks.

After the money was deducted from my account, I contacted Absa this morning. I was on hold for over an hour. My airtime was replenished - twice. Absa has no feature for a call-back. You either hold on or hang up.... Eventually, I got through to the home loans department. After not receiving much joy from the consultant, I asked to speak with a supervisor. I explained my current situation. That I cannot ask my daughter for financial assistance, as she herself is not receiving an income for April, that I cannot access my nearest branch (it is closed), and that I cannot travel to other branches, as I do not have transport. The supervisor assured me that I qualify for what is termed a "holiday" - i.e. a 3-month relief under the CoVid relief policy, and that the money deducted that morning would be returned into my account by end of day. This never materialised. No moneys have been paid back. That's my first qualm.

Next, I was put through to the personal loans department. Even though Absa clearly states on its website that debt relief applies to all forms of debt (home, personal, etc.) apparently the personal loans department has it own set of rules. I was told that I do not qualify for assistance for the month of March/April, because I did not apply in time. I will only receive assistance as from the end of the April. When I expressed to the consultant that it very clearly states on the Absa website that debt relief will be implemented as from the 30th of March, and that clients do not need to contact Absa to make arrangements (Absa shall contact those that qualify), the consultant agreed that I raised valid points, but that his hands are tied; and that a supervisor will need to assist. Except that there are no supervisors in the office. He'd have to place a request for one to contact me before the close of day. This never happened. No one phoned me back.

So, after spending hours on the telephone (at my expense), I am still left in the same position as this morning - despite.

I think what I find most appalling is the bold claims Absa has been making in the media. That it will assist those clients that require it. However, behind the scenes. it's a very diffferent case.

Nowhere was it communicated that a.) clients had to apply for relief, and b.) (and most importantly) that clients had to apply before the 30th of March.

Out of frustration, I tried to phone Absa again today, as perchance happened to reach the same supervisor from home loans that had assisted me in the morning. I expressed my exasperation at the lack of assistance from the personalloans department, and he assured me that both departments are operating under the same policy. If you require debt relief, and you qualify for it, you shall receive it. Not in May, not in June. Now.

So what's the hold-up, Absa? No one has bothered to return my call. It's long past the end of the business day, and I have not received any money back.

I have effectively been left with R33 to see me through until the 1st of May.

If this is Absa's policy, then don't make public claims about assisting your clients during these uncertain times. It's insulting. You are using your clients are a PR stunt. When in actual fact, you'll happily leave them to fend for themselves. Even pensioners.