Shocking service! No intention of servicing the client

After reviewing my Home Owners Cover Insurance, I noticed that ABSA was charging double to what I could be paying market related in the industry. On top of that they charge it to my bond which resulted in me paying interest for my HOC. I took action and subscribed to an alternative insurer and advised ABSA accordingly to cancel my policy and refund me pro-rata. It took ABSA 14 days to respond to my email requesting proof of my new policy which I responded to immediately. Following that it has taken them another 7 days to respond to my second correspondence asking for the same proof as before. As I type this complaint I have now been on hold for 48 minutes with a very polite recording thanking me for my patience and apologizing for the extended delay.

Needless to say, there seems to be a pattern from ABSA which is NOT CUSTOMER CENTRIC and do not give a care about customer retention or customer value. On top of that the HOC Retention Consultant - Keamogetswe Laka signature has a contact number that does not exist! See the below signature:

"Regards Keamogetswe Laka HOC Retention Consultant 3rd Floor, Absa Towers North, 180 Commissioner Street, Johannesburg T +27 (0)86 100 876 F +27(0)867 536 711 Email: *** www.absa.co.za"

This is the second time in as many months that I have received shocking service from ABSA! As I complete this complaint I have now been on hold for 55 minutes with no hope of this call been answered at all.

What next, the ombudsman?