Shocking response time from Absa Insurance

Yes, I received a call and the agent had the incorrect information (claimed that the documents were sent through yesterday when yesterday was the third time they were sent through - they were sent through on Thursday and Friday last week). You have needed 4 days to read a document issued by Santam which acknowledges that there is an outstanding bond with Absa (the only criterion not met in your vetting process). The premium deduction went off and I still do not have resolution. Thanks to your inability to deal with simple queries, I am getting fleeced for interest that did not have to be paid. Do not phone me (and why do you need another 24 hours to sort this out anyway). Fix it and refund both the premium and the interest unduly taken off from my bond account. I am now paying double insurance and interest because you cannot do an insurance transfer.

Still waiting for assistance...

After being ignored for two days, I get phoned again by Basani who clearly has no recollection of what has happened. Firstly she says she phoned the day before which is a lie followed up by further claims that she phoned during the day which were engaged. Also a lie. I received no calls over the past 48 hours. I still do not have my vetting response after 6 working days (SLA response 1-3 days) and am told I will have to pay the insurance premiums and interest on those despite Absa clearly dragging their feet. Then there was a claim that I need to fill in cession documents about which I asked questions and was flat-out ignored. Oh, and it's my responsibility to try get the interest back with the homeloans department because the insurance department cannot sort out the problems. Absa your agents plumb to new depths of customer disservice. Absa, your agent used the phrase: "I do not understand" multiple times during our infuriating conversation. Let me make exceedingly clear what I want: I want the insurance policy with you cancelled. I have provided all the proof that I am now insured with Santam. I want my entire premium refunded (from the 5th February). I informed you well in advance and there is no reason why I should pay anything. It is your food dragging that has caused this. I want the interest reimbursed to me. I am not phoning and negotiating between your divisions. You took the premium from my home loan unduly. You can talk to your own people. You are *****ing from me. I cannot make it clearer than that. I do not want to hear how Basani does not understand my requests again.

A point of correction on my side: Apparently it was not Basani who phoned. It was another agent. Apologies for that.