1 reviews | Active since Jun 2026
Subject: Formal Complaint Regarding Unresolved Loan and Account Package Issues
I am writing to formally lodge a complaint regarding the extremely poor service and lack of resolution I have experienced with Absa Bank over the past several months. I have been an Absa customer for approximately 14 years and have always spoken highly of the bank. However, my recent experience has left me feeling frustrated, disappointed, and completely unsupported. Since April, I have been attempting to resolve an issue relating to a loan that I explicitly declined. Despite declining the loan, I discovered that my loan term had been increased and my interest rate had changed. I was advised that this may have been a system-related issue, yet to date I have not received a satisfactory explanation, correction, or resolution. Over the past few months, I have made numerous phone calls, sent several emails, and have retained records of my correspondence. On every occasion, I have been assured that someone would investigate the matter and contact me. Unfortunately, these promised follow-ups have not taken place. I also attempted to raise the matter through the ***** department, hoping that it would receive urgent attention. However, I was once again informed that someone would get back to me, and I am still waiting for feedback. In addition, I recently upgraded to the Ultimate Plus account package. I specifically requested an investigation into this matter as the package I received does not appear to align with what was explained to me. I continue to be charged separately for my cheque account and credit card, despite being advised that these charges would be included within the package benefits. What has been most disappointing throughout this process is the lack of communication and accountability. Every time I contact Absa, I am required to explain my situation from the beginning, as there appears to be little to no continuity in handling my case. This has resulted in significant frustration and has left me with very little confidence that my concerns are being taken seriously. I am therefore requesting: A full investigation into the declined loan and the subsequent changes made to my loan term and interest rate. A detailed explanation of how these changes occurred despite my declining the loan. A review and correction of any financial impact resulting from these changes. A full investigation into my Ultimate Plus package and the charges currently being app**** to my accounts. A dedicated point of contact and a clear timeline for resolution. After 14 years of banking with Absa, I expected a much higher standard of service and customer care. I trust that this complaint will be treated with the urgency and seriousness it deserves, and I look forward to receiving a written response and a clear way forward.
After my initial HelloPeter complaint, I was repeatedly asked for extensions on the basis that my loan structure was being reworked and that my concerns were being investigated. I was also informed that my request for compensation for the inconvenience would be considered. Unfortunately, none of this has materialised.
To my surprise, I received a call from a consultant in the loan restructuring department who informed me that she had only been handed my case that day. She explained that she had simply been instructed to return my loan to its original term. She further advised that, due to the increase in the repo rate, my monthly instalment would now be significantly higher and that the payments I have already made over the past two months would be added back into the calculation.
At that point I asked whether Godfrey had provided her with the background of my case because I genuinely believed she was calling to discuss a fair resolution and compensation for the stress, inconvenience and financial impact this matter has had on me. Instead, it became clear that she had little to no understanding of why this complaint exists in the first place.
The conversation left me feeling as though Absa believes I simply changed my mind about the loan and that they are doing me a favour by restructuring it. That is not the issue. The issue is that I clearly declined this loan, yet it was processed regardless. Even more concerning is that the recording where I allegedly accepted the loan cannot be produced, while my recording declining the loan appears to have disappeared.
In addition to this, another major issue remains unresolved. There are still two loans reflecting on my credit profile, and I have been told that only one issue can be handled at a time. I find this unacceptable. These matters are directly linked and should have been addressed together months ago.
As a customer, I feel completely ignored. Absa has shown very little regard for the impact this has had on my financial position, my credit profile, my time and my emotional wellbeing. I have spent almost five months following up, repeating my story to different people and receiving extension after extension without any meaningful outcome.
I am now asking Absa to provide:
A final resolution to this matter without any further delays.
A clear explanation of how a loan I declined was processed.
A resolution to the duplicate loan reflecting on my credit profile.
Appropriate compensation for the inconvenience, stress, time and financial prejudice I have suffered over the past five months.
This experience has left me completely speechless. I never expected to have to fight this hard simply to have an error corrected. I hope that someone at Absa finally takes ownership of this matter and resolves it properly instead of continuing to pass my case from one department to another.
After my initial HelloPeter complaint, I was repeatedly asked for extensions on the basis that my loan structure was being reworked and that my concerns were being investigated. I was also informed that my request for compensation for the inconvenience would be considered. Unfortunately, none of this has materialised.
To my surprise, I received a call from a consultant in the loan restructuring department who informed me that she had only been handed my case that day. She explained that she had simply been instructed to return my loan to its original term. She further advised that, due to the increase in the repo rate, my monthly instalment would now be significantly higher and that the payments I have already made over the past two months would be added back into the calculation.
At that point I asked whether Godfrey had provided her with the background of my case because I genuinely believed she was calling to discuss a fair resolution and compensation for the stress, inconvenience and financial impact this matter has had on me. Instead, it became clear that she had little to no understanding of why this complaint exists in the first place.
The conversation left me feeling as though Absa believes I simply changed my mind about the loan and that they are doing me a favour by restructuring it. That is not the issue. The issue is that I clearly declined this loan, yet it was processed regardless. Even more concerning is that the recording where I allegedly accepted the loan cannot be produced, while my recording declining the loan appears to have disappeared.
In addition to this, another major issue remains unresolved. There are still two loans reflecting on my credit profile, and I have been told that only one issue can be handled at a time. I find this unacceptable. These matters are directly linked and should have been addressed together months ago.
As a customer, I feel completely ignored. Absa has shown very little regard for the impact this has had on my financial position, my credit profile, my time and my emotional wellbeing. I have spent almost five months following up, repeating my story to different people and receiving extension after extension without any meaningful outcome.
I am now asking Absa to provide:
A final resolution to this matter without any further delays.
A clear explanation of how a loan I declined was processed.
A resolution to the duplicate loan reflecting on my credit profile.
Appropriate compensation for the inconvenience, stress, time and financial prejudice I have suffered over the past five months.
This experience has left me completely speechless. I never expected to have to fight this hard simply to have an error corrected. I hope that someone at Absa finally takes ownership of this matter and resolves it properly instead of continuing to pass my case from one department to another.
Is Absa seriously expecting me to accept being placed back onto my original 64-month loan term and simply disregard the fact that I have already paid over R12,000 during this period? This is completely unreasonable. It feels as though I am expected to absorb this financial loss just to keep my previous monthly instalment, without any form of compensation for the inconvenience or the prolonged delays caused by Absa. I fail to understand how this can be considered a fair resolution.
Is Absa seriously expecting me to accept being placed back onto my original 64-month loan term and simply disregard the fact that I have already paid over R12,000 during this period? This is completely unreasonable. It feels as though I am expected to absorb this financial loss just to keep my previous monthly instalment, without any form of compensation for the inconvenience or the prolonged delays caused by Absa. I fail to understand how this can be considered a fair resolution.
Could I get someone else to work on my case , received a call from Godfrey and feel as if he thinks his doing me a favor working on my case .
Kind Regards
Sandra Alexander
Could I get someone else to work on my case , received a call from Godfrey and feel as if he thinks his doing me a favor working on my case .
Kind Regards
Sandra Alexander