Poor service and no care for clients

Good day. Please see below email sent to the Ombudsman (Tumelo Babusi) regarding ABSA and Hammond Pole Attorneys. I have all documents attached to them and Hammond Pole claim that ABSA declined my payment proposal and subsequently requested proof of this of which Hammond Pole has not yet responded. There's something fishy going on and demand an investigation.

Good day Office of the Ombudsman,

I refer to the above mentioned matter regarding ABSA Bank.

Hereto attached documentation as well as screenshot of my evidence.

It with great regret that I write to you on this day 4th April 2024.

The reason for me writing to you is due to the treatment I have received from ABSA bank in the last 11 months or so, dating back to May of 2023.

I lost my job in 2022 however I had an investment that gave me the opportunity to receive an income and be able to pay my debt and put food on the table.

I started experiencing difficulties with this income from around February of 2023. At that time, I was still under debt review and took the initiative to make the company I was under debt review (Zero debt) aware of the challages with my financial institution.

I had requested to be given grace period of atleast 2-3 months in order to recover or at the least request that the installment be reduced. I did advise Zerodebt that I was actively looking for another way to generate income as I was unemployed and they were aware of this.

ABSA decided to decline my application with no valid reason and stated that it was still my responsibility to pay them even though I had no income.

This decision to decline my application started taking its toll on me and causing emotional, physical and psychological stress on me. The fact that I pleaded with them to give me time as I was not just sitting around and doing nothing, that did not matter to them and all they did was demand payment.

It is sad to see such a recognized organization treat it's clients the way they have treated me where at one stage I was employed by ABSA bank whom I took out a bond, vehicle finance as well as a personal loan(paid off) during my time with them.

My mother has been assisting with making payments to ABSA even though the payments were not made in full. I've attached my homeloan statement as proof.

I received summons in November of 2023 from a gentleman who did not identify himself who said he was from the Seherrif's and just told me to call the lawyers of which I tried to do however couldn't get through to the number as per call history attached.

I then called ABSA legal and spoke to someone who advised that I need to send ABSA an email in order to make payment arrangements. I advised the lady that my mother would be paying as I was unemployed. She said I would need to provide an Income and expenditure list even though my mother would be paying.

I still emailed ABSA so that they could send me the information they need in writing as I was not satisfied with the information I received from the agent. Call evidence has been attached.

I received an automated response a couple of times as I kept sending ABSA emails however nobody got back to me.

I went for an interview for a job opportunity in December 2023 and received an offer for employment with a start date 1st March 2024.

I was able to make arrangements for my vehicle finance and still have that arrangement in place however I ask myself why ABSA refused to grant me same for my bond. They claim in the summons that I made no attempt to make any sort of arrangements or refused to make arrangements of which is not true.

I have been running after ABSA for months now and wonder where these alligations come from. I cannot shake off the feeling of foul play by ABSA in order for their agents to get their hands on my property. I also need an investigation to be done as to who and when my information was given out to the body corporate of the complex I reside. They sent me an email consisting of a notice of application to declare immovable properly and to attend a court date.

I have never instructed that my property be sold. I have made arrangements with the body corporate to pay levies and services of which I am paying and have proof of this. I don't understand how and why the process has moved this quickly even though payments were being made. The body corporate switched off my power and made arrangements to pay a certain amount to get the lights switched back on.

I have a feeling that someone out there wants to take my property and I will not surrender it. I will continue paying. I advised ABSA that my vehicle account will be paid off on the next 3 months or so and will be able to catch up. However it seems as if they don't want to give me time. I've heard of individuals out there owing a whole lot more than what I am yet I am being targeted and I want to know why? And by who?

Hammond Pole Attorneys advised that I was supposed to send the payment arrangement application to them and not their client. Why did they not answer their phones the first time I called in November? And why was I not advised by ABSA call Centre agents that I was supposed to contact or email Hammond Pole and not ABSA? Why did ABSA not reply to me via email and advise? On the 25th of March I spoke to Latanang who advised me that a Miss Solomons from ABSA legal was actively working with Hammond Pole Attorneys. Why was I not sent the Income and expenditure statement to complete as I searched my emails and found one from 2018. Why did she not direct me to them if these emails I was sending to *** were being received by her? I tried to call her on the number I was given *** however I couldn't get through. If anyone tried to contact me and couldn't get hold of me, why didn't anyone send me an email?

I've also requested that my email be acknowledged once received as I have responded within 10 days however no email has been received

Hence I feel there is foul play for those clients who have little knowledge regarding their rights and legal processes.

I trust the above and attached info is in order and looking forward to getting your assistance in this matter.

Regards, Thato Mahasha ***