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Soza M

1 reviews | Active since Aug 2020

30 Aug 2024, 18:48

Restructure not done by Absa

I made a restructure on my vehicle finance account in April 2024. Today at 6 o clock at night someone says he is a tracer and wants to repossess my vehicle. I asked why didn't he come during the day when the bank was still open in order for us to phone the bank to confirm.

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Replies (14)
Absa
Absa's reply02 Sept 2024, 07:46
Official
Dear Soza Masinge Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically.   The reference number for your complaint is C-***8. Kind regards,Group Customer CareRezona Louw
Absa
Absa's reply05 Sept 2024, 15:14
Official
 Dear Soza Masinge

We refer to your complaint posted on Hellopeter.

We sincerely apologise for any inconvenience caused.

The reference number for your complaint is C-***8.

Kindly contact our office by close of business on 06 September 2024 on the number below to further discuss your complaint or confirm your email address to provide you with feedback via email.

Regards,

Rezona Louw

Specialist Case Manager: Social Media
Customer Value Management: Customer Care

T +11 ***

Absa, Towers West, 15 Troye Street, Johannesburg, 2001, South Africa

www.absa.africa

CONFIDENTIAL 
SM
Soza M's update06 Sept 2024, 10:26
Reviewer Update
In April 2024, I phoned Absa as they said the account is in arrears, I sent proof of payments for allocation and Absa said they have allocated the missing payments but was still in arrears. I requested them to restructure the account and spread the arrears over the remaining term of the contract and the consultant said he would do so. I never received the updated installment and Rezona said the account was not restructured in April. May you please listen to the recording where the consultant said he will do the restructure as this is a slip up from Absa which is a reputable bank which I have used for over 3 decades and know this might have been a agent error and may be resolved. I tried contacting Rezona but the line goes to voicemail.
Absa
Absa's reply06 Sept 2024, 11:55
Official
Dear Soza Masinge Thank you for your posting.

Please refer to our email sent to your email address. Kind regards,Group Customer CareRezona Louw
SM
Soza M's update07 Sept 2024, 11:22
Reviewer Update
Absa said they will investigate why the restructure wasn't done in April and will give me feedback on Tuesday 10 September 2024. Today the police, sheriff and tracers came to forcefully remove the vehicle from our premises using a truck.
Absa
Absa's reply09 Sept 2024, 09:59
Official
Dear Soza Masinge Thank you for your posting.

Please refer to our email sent to your email address. Kind regards,Group Customer CareRezona Louw
SM
Soza M's update10 Sept 2024, 16:51
Reviewer Update
Good day Rezona

Thank you for your email.

You promised to provide feedback after your investigation before or on 10 September 2024, I have not received correspondence from you as yet. May you please advise the outcome of your investigation.

Kind regards
Masinge
Absa
Absa's reply11 Sept 2024, 09:25
Official
 Dear Soza Masinge Thank you for your posting.

Please refer to our email sent to your email address. Kind regards,Group Customer CareRezona Louw 
SM
Soza M's update12 Sept 2024, 14:23
Reviewer Update
Good day Rezona

Thank you for your email.

We are still awaiting the summons for February, you promised to send it today.

Kind regards
Masinge
Absa
Absa's reply12 Sept 2024, 15:09
Official
Dear Soza Masinge Thank you for your posting.

Please refer to our email sent to your email address. Kind regards,Group Customer CareRezona Louw 
SM
Soza M's update08 Oct 2024, 11:40
Reviewer Update
Hi Rezona

I acknowledged your apology and sent a request for the restructure to be done and it's almost going for 1 month and this has not been actioned, may you please advise why the delay and this is bad customer service from such a large corporate.
Absa
Absa's reply08 Oct 2024, 11:52
Official
Dear Soza Masinge Thank you for your posting.

Please refer to our email sent to your email address. Kind regards,Group Customer CareRezona Louw
SM
Soza M's update17 Oct 2024, 12:30
Reviewer Update
Hi Rezona

I sent an email for the breakdown on Friday 11 October and today is 17 October and still no response from you.

Kind regards
Masinge
Absa
Absa's reply17 Oct 2024, 12:37
Official
Dear Soza Masinge Thank you for your posting.

Please refer to our email sent to your email address. Kind regards,Group Customer CareRezona Louw