Poor accounts handling and service

I would like to lodge a complain regarding one of your staff members at the collections department whose name is Daniella. I made a call to your offices on 15 August 2017 to inquire about my personal loan account and was referred to the collections department where i had a very bad experience with the consultant (Danielle).

My enquiry was to determine why i am told that the account is in arrears whereas i pay on time as arranged with the bank that my installment should be deducted monthly at the end of the month. The consultant told me that i had changed my installment date sometime back in 2016 into a flexi settlement meaning month end changes and thus i was in arrear for certain months. When i asked further about the matter and asked her for a letter stating that my account was not in arrears she said she wont assist me with that and that i should use my statement to prove the account has always been paid on time.

I then disputed her claims as i have never changed my settlement date from the day i took out the loan with absa. i even asked her who changed and she said she cant help me with that information. We had an altercation of words as she was not assisting me and i was probing further with questions which she could not provide me answers to. We spoke for about 20 minutes until i asked her to escalate me to the Manager and she then told me that my line was not clear. I then held my call for some minutes until i told her that i was not happy with her service and that i would be lodging a complaint and she responded immediately. I then told her to stop making me a fool by saying the line is not clear when she actually just wanted to waste my time and then tell me that they are closed and my call would therefore not be escalated. When i further asked for the manager she told me tht the department was closing and that i should just see whatever i decide to do whether i call tomorrow or complaint and she just dropped the call on me.

I have never met such a dishonest consultant who doesn't care about the service being given to customers.

I am fed-up with ABSA and would like to even close my two cents account as i appear not to be an important stakeholder of the bank.