POOR CUSTOMER SERVICE AND POOR SERVICES

Good day

This is a query relating to Philisiwe Nyembe .i had a vehicle finance which has been settled but has an installment outstanding due to the lack of knowledge or information Absa's consultants have i called in on the 31st of May to request a settlement as i wanted to settle my vehicle because it was behind and due to work not being available i went to Nedbank to apply for a loan when the loan was approved It was in Protea glen mall so there is an Absa branch there and then i went and spoke to a lady by name of Phumi who was pregnant at that time who said she can give me the settlement but also she would need to confirm with the call center. Phumi gave me the number and i called the number ********** 669 using the branch phone. i spoke to Precious who then gave me a settlement amount of R29504.21. The time of the call was around 12 more or less as i was in Protea glen branch after i was given that settlement i then went to Nedbank so they can transfer this amount into the vehicle account. The amount was transferred and proof of payment was given which i took back to Absa branch at Protea glen mall so they could fax it to the vehicle department . the lady assisting me Phumi advised they don’t fax but however the payment will reflect. i then called my daughter to advise her about the payment as per the settlement that i was given and wanted her to transfer me to that department in order to check if the payment was received we spoke to a guy from ********** 669 who advised we should check the next day as it takes 48 hours to reflect, i then asked if the debit order will not deduct because i had already paid and the guy advised me that it was too late to stop the debit order but once it was taken off and the payment of the settlement reflects it will then mean i will be refunded. my daughter conferenced the call to the vehicle early stage department on Monday on ********** 272 we spoke to Kedibone Sebetha who told us that she was processing a refund as she could see the amount was in advance, she confirmed all of my banking details and said the refund would be processed after 7 working days by then we thought the account was now rectified and just waiting for the refund up until we called again after 7 days to check why was the money not coming through, my daughter then again conferenced call me on ********** 272 which we called and spoke to another lady from the early stage department and she said that we need to call ********** 669 because on their side the refund is not processed and the account doesn’t show on their side anymore as it is settled we then called that same number we spoke to a lady who then said that we can’t get a refund because the account is not up to date the amount is actually in arrears now we asked them how did it get to that point because i settled the account and then the debit order went off, the lady explained that the settlement i was given is not recorded on the system and they don’t even know about it and that Absa will never give me a settlement of that amount because the system then calculates it we requested to speak to the team leader and her name was Chantel who was explaining the same thing her agent explained to us but we felt it was unfair because there is a call recording that would prove o didn't thumb suck the amount but was actually given the amount by Precious and that’s what i paid we asked who could we escalate to she said we can contact the complaints department . We called their complaints resolution line because the team leader said the only way to get the recording will be if she lodged a complaint we spoke to Jabu who assisted in logging the complaint and we have been calling for follow up responses still no response was given instead they prolonged the complaint we then called Deon on ********** 141 complaints who told us we must call again the following week because they still busy with the complaint attached is a response we received via email which was from the complaints resolution which refers to the call recording not being able to be traced and based on their findings it showed that the vehicle department had never given me a settlement amount, what is most disturbing about all this is

• Firstly the call recordings cannot be found • Secondly the footage at the branch cannot be found but the footage from Nedbank was found to state that i was in at the branch to process a transaction • Now that that is established Charmaine from action line states that the installment was never included in the settlement amount given to me and which should’ve been done but because the agents never mentioned this in all calls made except after the settlement was paid and only when we were requesting a refund this was mentioned • Ronel from legal is insisting that the account will continue with legal action because regardless of how far we escalate and if all recordings or footages are found im still liable for the installment and if i received the settlement letter in which was never processed and sent to me she would’ve seen that the unpaid debit order is her liability

We understand that the installment was never included but please can someone explain what Settlement means because using my knowledge we give settlements if the installment is due that day you automatically tell the client that they should include it in the settlement amount and i dont work for Absa so i wouldn’t have known this unless told by the agent who was quoting that settlement also from May till December i still have no joy in this query instead interest is accumulating on this account and has been moved to legal? i keep receiving threatening messages and they keep debiting my account every month, who is supposed to pay for those charges

My request is that please listen to all calls because they cannot say that calls are recorded yet can’t find the specific calls relating to this incident if the call recordings cannot be found then this is injustice to me as a client because i can’t prove that i ever called to settle my account and secondly this is stressing me a lot because of the charges accumulating , the threatening phone calls im receiving for their fault