Poor service

Firstly when contacting the call center I was told I answered a question incorrectly and my account was blocked and referred to the ***** department. I complained to the supervisor who told me I needed to wait for the ***** department to contact me. I told her this was unacceptable as I never made a mistake. Shortly after this an agent contacted me and said there was a mistake and we can proceed with the application.

I app**** for a topup on my existing student loan. I app**** for a portion for study fees and a portion for a laptop needed for studies. I have purchased a laptop on a previous year and this was approved via the call center. However this needs replacing. The full amount was provisionally approved. On the same day I emailed all the documents as requested.

A week later I called the call center as I had heard nothing. They said the consultant would me as my documents were not sent, which I had. I received a call from Thobile in which she stated that she had both sms'd and phoned however I had not received either. I resent my documents. The next day I was contacted by Thobile who said I cant apply for the laptop portion via the call center, and only the study fees. This is truly ridiculous as I had done so in the past. Also why was this not said to me in the beginning? I was told i have to visit a branch or student bureau to apply for this. I explained that the branch in my town does not process student loans, and the nearest student bureau was 200km away. Which is why I use the call center. And I was told that the call center can not help me. This is really unacceptable as I have done so in the past, and can not get to a student bureau. And as I say this should be communicated at the beginning of the application.

As this application has taken more then a week already, and I am desperate to get my registration fees paid on time, I had no choice but to now only process the student fees part without the laptop portion. The entire process has been terrible. This is by far the worst service I have ever received from ABSA.