Poor Service - DO NOT BLAME COVID

I took up a funeral policy with Absa bank on the 18th of Feb 2020 and in the same year I also took up vehicle insurance. I had assumed that the funeral policy was going off with the vehicle insurance, up until I cancelled the vehicle insurance this year. I was confused as to why the funeral policy hasn't been debiting my account.

I was asked to call *** and I was given my policy number. I made the call to enquire about my policy in June and I spoke to Michaela who "logged" the fault and promised to give me feedback in 7 working days. Then I followed up and spoke to another lady, who said nothing was logged, at the end of the call she said she has logged it with IT and i must wait for another 7working days for feedback. I called again and spoke to another gentleman, he said he will escalate the call and I should for another 7 working days. I have been following up since June on this matter and I am not receiving any feedback and assistance from the agents. I also spoke to Keba Frans this month and she "logged" the fault and promised to call me the following day. I then called again the following week and spoke to a manager named Brendan who assured me that he will log a fault and give me regular updates. Till this date I am the one trying to get ahold of him for feedback.

I am really upset at the poor service I have received from Absa regarding this policy. I have been banking with Absa for over 8years and I have been a loyal client as my business bank accounts and credit card is with Absa. Even my bond was with Absa, but today I am unfortunately shown gratitude by the bank through poor service.

Kind regards, Nompumelelo Zungu