Poor post-finance quality of service

Thank you very much, Rezona. I look forward to your feedback and closing out the matter.

Hi ABSA team,

It distresses me that I have to write-up another public review, in order to garner enough attention to merit a response from you.

Since my complaint on Hello Peter, your team had finally actioned my request to settle my outstanding balance.
(1) Instead of getting a formal response, I received a SMS, confirming my outstanding amount, I would have also preferred an official email (or letter) indicating my final balance and the method of closing the account. With the level of phishing and spam, this should be a minimum requirement. It was mentioned that this balance needs to be paid prior to 8 March, in the SMS.

(2) I persevered nonetheless, and paid the full settlement amount into ABSA's nominated bank account on 3 March 2023 (Friday), attached the proof of payment to my confirmation email. I also requested a confirmation of receipt as well as next steps in procuring the NaTis document from the bank as well as a closure letter, confirming that the account is now closed.

(3) 09 March 2023 - still no response from ABSA but I know get a letter via email from an ABSA representative saying I am required to pay the settlement amount by 10 March 2023 (in reality, the full settlement amount was paid on 3 March 2023, already). I responded to the representative to thank her for the update and confirm that I have paid and queried whether the account has been settled, as per ABSA's records - I have yet to receive a response from her nor anyone else at ABSA.

It is now 13 March 2023, 10 days since my payment of the full amount to ABSA in settlement of my finance account. I am yet to receive any communication from anyone acknowledging receipt of my payment. I am yet to receive any response to my emails (even in response to those who had emailed me). Finally, I am still bewildered as to whether my account has been closed or when I will receive my NaTis documents from the bank. Had I been trying to sell my vehicle, I would not be able to do so without the documents and would risk losing the sale, or worse, having sold the car off without a change in ownership.

My title for this review still stands - the deplorable standard of customer service from ABSA continues. You keep scoring own goals and have lost another customer, over what ought to have been a simple response over mail.

Dear ABSA,

A review can only be considered meaningful if feedback is provided once the complaint has been completely resolved. I believe recognition is required where credit is due, so thank you for assisting me in closing this matter. Post my complaint, the service received was swift and of a standard one would expect from a major commercial banking institution.