Poor contact centre agents and service from AVAF

I have two vehicles with AVAF. One is a Mazda and one is a Toyota Rav.

The Toyota Rav was in an accident and settled by insurance. No one from Absa called me to confirm it’s settled or what the next steps would be. So I’ve called to enquire what’s going on. After a 20 minute call waiting time and two failed absa banking verification checks (I did not fail the checks, the app refused to accept the verification when I clicked the relevant option so the system did not register it), I got through to a consultant who told me the vehicle finance account for the Toyota Rav is directed to risk for further investigation. This caught me by surprise as I’ve not received ANY communication. But I accepted it and the lady gave me the risk number and assisted me with the Mazda. For the Mazda she advised that there was a system error and she escalated it as the approximate R16 value was in fact not due by me. She advised that after 24 hours, I can call/email or use the app to request the original Natis documents and complete transfer of ownership. At which point I accepted the information and she transferred me to Risk. Or so I thought.

After another 10 mins I got through to someone who said the lady before gave me the wrong information and that the contact number I was given is incorrect. She went into my profile and gave me completely different information in comparison to the previous agent. At this point I had taken more than 45 minutes out of my work day and began getting frustrated so I requested to speak to a supervisor or manager but she said they can’t assist and she cut the call. Then I tried the “Risk” contact number that the First Lady gave me and it rang endlessly.

This is absolutely appalling. Absa’s channels to communicate with clients are dismal and the support agents are inadequately trained. I have previously engaged with the AVAF support centre, each time they said they would get back to me and not once did they ever resolve my query. I’m actually just so happy to be done with these accounts because I’ve had a very poor experience with Absa AVAF. I’ve banked with FNB previously and still bank with Discovery and their service is incredible.. so having to endure this with absa is beyond infuriating.

All I want at this point is: 1- The R16 balance to be removed as it was clearly a system of roe since the account was paid up. And confirmation that the vehicle finance for the Mazda 2 is settled. 2- Clarity on what is going on with the vehicle finance that was settled by the insurance for the Toyota Rav. I also want confirmation that this is paid up please.

Please can someone provide an accurate response to this.