Not going the extra Mile

<p>I received a phone call from my step-daughter on 31st Aug, informing me that she has had numerous phone calls from Absa Bond Division ( ********** 245/ ********** 000) asking her to locate either myself or my husband in connection with an outstanding amount on our Absa bond. Firstly I am confused as to why they didn’t contact me directly, as I have been one of your clients for more than 20 years, through all the name and Branch changes. The fact that this was discussed with a family member has caused both of us considerable embarrassment, and as I paid the Bond in full on 06/05/2010 at the Menlyn Square Branch, proof of which is attached, I find this both slanderous and insulting!</p> <p> </p> <p>When I paid the full amount of the Bond, the teller advised me to leave the ownership papers and a dormant amount with Absa, as I would not be eligible for another Bond, as I remember, nothing was said about any Insurance I assumed I had paid all the debt! </p> <p> </p> <p>On 03 July 2015 I was contacted by a consultant at Woodlands Absa, who invited me to invest R15000.00 (promotional offer) which I agreed to, presumably she called up my profile on her computer, and mentioned that there was +- R20,000 or R30,000 outstanding on the Bond, I was stunned, said that it was impossible, I had paid it in full. That was when I discovered that the Bond insurance was using the dormant amount for payments, which was “creating” another Bond!</p> <p> </p> <p>An assistant at the Woodlands branch, sent emails to the Insurance division to cancel the Bond insurance as the Bond had been paid in full, I had taken out house and contents insurance with Outsurance. I was leaving for the UK for over 3 months and left the matter as solved. On my return, I went back to Absa Woodlands, only to learn that nothing had been done about the outstanding amount, but it had not decreased. The Manager allowed me to ring the Insurance division, the staff member I spoke to was extremely rude, telling me that it was my fault, I should have cancelled the insurance and that they would not refund , until I proved I had insured the property! My reply was that, as I owned the house, it was my decision to insure or not. I was so incensed, I admit I was shouting but your staff member told me that if I kept shouting, she would put the phone down. Unfortunately I didn’t get her name, but I’m sure your calls are recorded.</p> <p> </p> <p>The only help I have received is from the Manageress, Absa Menlyn Square, Ms Roleen van Vuuren. I went to that Branch to get copies of the original forms from 06/05/10, unfortunately unsuccessfully. Ms van Vuuren emailed the insurance division, but when I phoned a second time to discuss progress, I was told she had left! I did receive a call from someone in insurance, who informed me that they</p> <p>paid back three of the six years, but I am left with over R15000, which is more than half of the original amount.</p> <p> </p> <p>In all the years I have been an Absa client, I have paid my debts, I do not overdraw my account, I cover my stop orders every month and I have now been informed that I have been added to the credit bureau listings as a bad risk.</p> <p>I expect my name to be removed from the CBL and I suggest that your staff make an effort to communicate with your clients, if the Teller had given me the correct information in 2010, if the insurance clerk had had the intelligence to query taking money from a zero Bond was not normal practice and phoned me, if person who phoned my step daughter had taken the trouble to contact me (I’ve had the same home and cell # for over 10 years)!</p> <p> </p> <p>I am hoping that this letter will restore my good name and give a resolution to this matter.</p>