Poor Service From ABSA

Extremely disappointed with ABSA. On the 2nd of September, I submitted an application for a personal loan. By the 6th, I was told the application was in the "payout queue" and I will be contacted by someone. Note that at this point, I had to contact ABSA to get feedback - I would not have known this had I not contacted them.

One day later, no calls. I contact ABSA, now suddenly the application is "Provisionally approved" and "pending documents". Apparently they have been waiting for documents from me - but again, no one told me. I also did upload documentation on the website during the application.

Okay, so I send in documents. They tell me okay processing takes 8 business hours after the documents are sent. So one day later again, nothing. I contact ABSA, and now the application is still pending documents. One day earlier, I was told they got the documents. Seems like they didn't.

Now, the turnaround time (as reported by ABSA) is 3 business days. This means that the turnaround time for the application should have been by the 7th.

Today (10 September), they tell me no they need more information from my side now. 2 years financial statements. And letter from my auditor.

Yes, I am self employed. But i do not own a BUSINESS. I am a freelancer.

What is weird is that 3 months ago I also took out a loan from ABSA. Things went so smoothly back them. I submitted the application and within 3 days, everything was processed and paid to my bank account. My payments are 100% up to date and I am definitely capable of paying for the personal loan - including the extra one I app**** for.

Every time I send one document, they request something else. AND my most frustrating complaint is the fact that they do not contact me. They add notes on their system, but they never tell me anything. If I don't get in touch with them, then I know nothing - how am I supposed to send them anything when I don't know what they need from me?

For the first time, someone phoned me today. So I was told that there was a problem with the system. It sent my application to payout before document checking. Yet, even when this happened, it took them several days to realize this and send the application through the right channels.

When I went to ABSA, I was given a Premium Checking account and told that this would give me priority banking. Yes, I understand its not the same as a Private Banking Account, but I'm paying over R400 every month on account fees, and I am not getting a good service.

It is not only the call center that is problematic, however. Since I am trying to build on my credit record (Don't have much debt on my name as yet), I asked the consultant who deals with all my banking queries at my local branch to open up an application for a credit card for me. This was about a month ago - if not longer. Few weeks into the application, I heard she is going on vacation and handing my application to someone else. Then I didn't hear anything back. After phone multiple times and asking if she can give me a call (as she doesn't accept phone calls from outside), she finally phoned me back and told me she will get back to me as soon as possible.

Today, I phoned the consultant who handles my things - as she is back from her vacation since Monday. They still haven't processed it it seems.

I know things can get busy, but I do think that I at least deserve to get access to some type of feedback - and not have to wait such ridiculous times, and then when I HAVE TO get in touch with ABSA, no one knows what is going on. On one phone call today, I had to wait for the consultant to contact other consultants multiple times - a call that lasted well over 1 hour.

What is upsetting is the fact that I was promised great banking services when I switched to absa a few months ago - now that they've got me hooked with the account, they only care about me paying my monthly fees and do not feel concerned about customer service or providing support.