Pathetic service from Personal Loans Assessors (4 weeks still no feedback/update or call)

<p>To Whom this May concern,</p> <p> </p> <p>It seems we currently have a culture in South Africa where companies prefer clients communicating via complaints rather than feedback.</p> <p> </p> <p>A culture where appalling service is rewarded and highly regarded and ownership is not taken by Management or employees alike.</p> <p> </p> <p>I app**** for a Personal Loan on Saturday 8 April 2017. I was called as procedure dictates on Monday morning 9am to conclude my application. Immediately after the call concluded I sent my required documents at 10am on Monday 10 April 2017 and received an sms confirming that my loan has been provisionally approved. After I had received no feedback I resent the documents on Tuesday 11 April 2017 just in case it was not initially received. Again after not receiving any feedback I resent the documents on 12 April Wednesday and again on Thursday 13 April 2017. Still at this point I received no feedback, no calls/no sms updates informing me what the delay is, whether or not my documents was received or a call from an agent to finalise my loan application success.</p> <p> </p> <p>I then decided to follow up with a call the Thursday Midday after 4 days of no response from the Call Centre or any of the loan application assessors who are supposed to follow up with the outcome. I called the Call Centre on Thursday Afternoon (4 days later) and spoke to a lady who advised me that they did receive my documents on the Tuesday 11 April , I reiterated that I sent it the Monday already. She confirmed to me that the application was still sitting with Lerato (or similar sounding name) one of the credit assessors and no further updates had been made. I requested her to instruct Lerato to call me with some sort of update as I needed the funds for the Easter Weekend’s Travel Arrangements. This (calling out of my own expense) cost me about R 50 in my own airtime after initially being transferred from pillar to post in search of the correct department and eventually holding for 20 minutes for Lerato to return from her tea break. Lerato received an email from her colleauges that I was looking for feedback and she chose to ignore my correspondence or messages.</p> <p> </p> <p>2 hours went by and I received no feedback from Lerato or anyone from Absa loans department. I called again and wasted another R 50 of my airtime and eventually was told that Lerato had ignored my request for feedback and left for the day and no Supervisor from her department was available. I then requested to speak to a Supervisor who proved no help and could only tell me the reason why I have not been contacted/notified/updated or loan processed is because it takes 3-4 working days. No other reason given and that there was nothing I could do.</p> <p> </p> <p>Fast forward three weeks later. As I am typing this email I have yet to receive any feedback/correspondence from ABSA loans division regarding the outcome of my application. I have yet to receive any attempt at a phonecall, any communication from them whatsoever regarding the outcome of my application. I have wasted R 100 of my airtime in vain trying to find out what the result/outcome or progress of my application is.</p> <p> </p> <p>This shows the lack of respect from my Bank into which I deposit my monthly Salary. The bank I trust for years to handle my affairs to not even have the decency or curtously to respect the Consumer Protection act. New National credit act or the authorities of the ombudsman who I will follow up with as per process dictates.</p> <p> </p> <p>I have not been issued with communication regarding my loan application. The courtesy of an update from any one of the loan assesors to finalize my application or the communication from my any of the Supervisors who are supposed to take ownership of these travesties.</p> <p> </p> <p>I have never been contacted by the relevant department regarding the progress or outcome of my loan application. its been 4 weeks now with no fonecall and there has been dead silence with no response from them. </p>