JK
JJ K
1 reviews | Active since Aug 2016
13 Jan 2020, 09:44
Poor Service Delivery ABSA Home Loans
Please refer to complaint C-***6 logged on the ABSA website *** We submitted documentation to ABSA on 12/12/2019 to apply for a further advance on our current home loan (access bond). When documentation submitted - the lady that assisted us was on leave from 13/12 - 17/12. She rep**** on 18/12/2019 to confirm that the documentation was received and that it will take 3-7 working days to process (thus 2 January 2020). We followed up on 6 January 2020 and was informed that she requested feedback. We followed up again on 9 January 2019 - no reply. We followed up again this morning - and now the same lady is on leave again from 13/01 - 17/01? PLEASE can we have urgent feedback.
Helpful (0)
Replies (2)0
Replies (2)
Absa's replyOfficial
13 Jan 2020, 14:50Dear Mr Kerry
Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as your unique complaint reference number, and an expected timeframe for further feedback via email or making contact with you telephonically within the next hour
I look forward to being of service to you Daphne Le Grange
Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as your unique complaint reference number, and an expected timeframe for further feedback via email or making contact with you telephonically within the next hour
I look forward to being of service to you Daphne Le Grange
Absa's reply13 Jan 2020, 14:50
Official
Dear Mr Kerry
Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as your unique complaint reference number, and an expected timeframe for further feedback via email or making contact with you telephonically within the next hour
I look forward to being of service to you Daphne Le Grange
Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as your unique complaint reference number, and an expected timeframe for further feedback via email or making contact with you telephonically within the next hour
I look forward to being of service to you Daphne Le Grange
JK
JJ K's updateReviewer Update
16 Jan 2020, 18:18I received a phone call today - a day after feedback was promised. Just to be informed:
a) We were denied access to our access bond (further advance) due to affordability - this was explained in the original complaint, seeing as my company was liquidated and I lost my income
b) We app**** for a second home loan - and it doesnt matter what the value of our home is
c) I informed the consultant that ABSA informed us to take over additional home insurance - thus indicating that our home is worth more than the bond amount. We have been paying the premium for close to 10 years
d) The consultant informed me that there has NEVER been a rule that we can only apply with ABSA for a second home loan
The consultant promised me an e-mail - AGAIN, awaiting for the e-mail to be sent through to BetterBond.
a) We were denied access to our access bond (further advance) due to affordability - this was explained in the original complaint, seeing as my company was liquidated and I lost my income
b) We app**** for a second home loan - and it doesnt matter what the value of our home is
c) I informed the consultant that ABSA informed us to take over additional home insurance - thus indicating that our home is worth more than the bond amount. We have been paying the premium for close to 10 years
d) The consultant informed me that there has NEVER been a rule that we can only apply with ABSA for a second home loan
The consultant promised me an e-mail - AGAIN, awaiting for the e-mail to be sent through to BetterBond.
JK
JJ K's update16 Jan 2020, 18:18
Reviewer Update
I received a phone call today - a day after feedback was promised. Just to be informed:
a) We were denied access to our access bond (further advance) due to affordability - this was explained in the original complaint, seeing as my company was liquidated and I lost my income
b) We app**** for a second home loan - and it doesnt matter what the value of our home is
c) I informed the consultant that ABSA informed us to take over additional home insurance - thus indicating that our home is worth more than the bond amount. We have been paying the premium for close to 10 years
d) The consultant informed me that there has NEVER been a rule that we can only apply with ABSA for a second home loan
The consultant promised me an e-mail - AGAIN, awaiting for the e-mail to be sent through to BetterBond.
a) We were denied access to our access bond (further advance) due to affordability - this was explained in the original complaint, seeing as my company was liquidated and I lost my income
b) We app**** for a second home loan - and it doesnt matter what the value of our home is
c) I informed the consultant that ABSA informed us to take over additional home insurance - thus indicating that our home is worth more than the bond amount. We have been paying the premium for close to 10 years
d) The consultant informed me that there has NEVER been a rule that we can only apply with ABSA for a second home loan
The consultant promised me an e-mail - AGAIN, awaiting for the e-mail to be sent through to BetterBond.