POOR SERVICE AND FAILURE TO RESOLVE

GOOD DAY,

I AM WRITING TO FORMALLY EXPRESS MY EXTREME DISSATISFACTION AND FRUSTRATION WITH THE SERVICE I HAVE RECEIVED FROM ABSA REGARDING MY FLEXI FUNERAL PLAN.

DURING AUGUST 2026, I CONTACTED ABSA TWICE REGARDING AN ONGOING ISSUE WITH MY DEBIT ORDER. I SPECIFICALLY ASKED WHY THE DEBIT ORDER WAS NOT BEING PROCESSED ON THE 25TH, AS I CONTACT ABSA EVERY MONTH TO MAKE THE NECESSARY ARRANGEMENTS REGARDING THE DEBIT ORDER.

I CONTACTED ABSA APPROXIMATELY 20 DAYS BEFORE THE 25TH AND EXPLAINED THE PROBLEM TO THE CONSULTANT. I WAS ADVISED THAT THE MATTER WOULD BE ESCALATED AND RESOLVED. HOWEVER, WHEN THE 25TH ARRIVED, THE DEBIT ORDER STILL DID NOT GO THROUGH.

I THEN CONTACTED ABSA AGAIN WITH MY OWN AIRTIME AND MY PRECIOUS TIME TO FIND OUT WHY THE ISSUE HAD NOT BEEN RESOLVED DESPITE MY PREVIOUS CALL AND THE ASSURANCE THAT THE MATTER WOULD BE ESCALATED.

ON 31 AUGUST 2026, I SPOKE TO A CONSULTANT, NKATEKO MADALE, WHO ADVISED ME THAT THE PROBLEM WAS IT-RELATED. HE SAID THAT HE WOULD ESCALATE THE MATTER AND CONTACT ME ON MONDAY, 7 SEPTEMBER 2026, TO MAKE AN ARRANGEMENT REGARDING THE DEBIT DATE AND PROVIDE FEEDBACK ON THE ISSUE. AS IT IS I HAVEN'T PAID FOR AUGUST.

TODAY IS 8 SEPTEMBER 2026, AND NOBODY FROM ABSA HAS CONTACTED ME AS PROMISED.

THIS LEVEL OF SERVICE IS COMPLETELY UNACCEPTABLE. I MADE EVERY EFFORT TO CONTACT ABSA IN ADVANCE, I FOLLOWED UP WHEN THE PROBLEM PERSISTED, AND I WAS GIVEN A SPECIFIC COMMITMENT THAT SOMEONE WOULD CONTACT ME. THAT COMMITMENT WAS NOT HONOURED.

WHAT IS EVEN MORE CONCERNING IS THAT MY MOTHER EXPERIENCED A SIMILAR SITUATION WITH ABSA, WHERE SHE WAS REPEATEDLY SENT FROM ONE DEPARTMENT OR CONSULTANT TO ANOTHER WITHOUT RECEIVING A PROPER RESOLUTION.

I SINCERELY REGRET CHOOSING ABSA FOR THIS SERVICE. A FUNERAL PLAN IS AN IMPORTANT FINANCIAL PRODUCT, AND CLIENTS SHOULD BE ABLE TO RELY ON THE COMPANY TO ADMINISTER THEIR POLICIES AND DEBIT ORDERS CORRECTLY. INSTEAD, I HAVE EXPERIENCED REPEATED FRUSTRATION, POOR COMMUNICATION, AND A LACK OF ACCOUNTABILITY.

CUSTOMERS SHOULD BE AWARE OF MY EXPERIENCE BEFORE CHOOSING ABSA FOR A FUNERAL PLAN. ONE STAR IT'S A LOT FOR THE SERVICE RENDER. THEY DESERVE NO STAR. I WANT TO CANCEL THE POLICY.