Tell us how you want us to help you! - AVAF issue

IIssue is with the AVAF department. My account always has sufficient funds for my car installments. Upon receipt of the email statements I noticed an overdue payment of R194.72. Gave the AVAF team a call last Thursday to query this. The consultant took a long time to identify what the issue was.

Eventually she had mentioned it was due to the interest rate increase in December by 0.25% which was only app**** by ABSA after the January installment had run which is why my account now shows in arrears for this amount.

I asked her how do we rectify this and her comment was, “how do you want us to rectify this?” I had no idea I had to tell ABSA how to resolve issues they created. I mentioned to her to please send me an email that very same day confirming our discussion and what the next steps will be to rectify this overdue payment as I don’t need your payments issue to tarnish my credit history. She had failed to do so up to this very point.

I have also contacted your complaints department and vehicle finance department by email but no response has been given; probably not high enough of a priority.

Since this consultant has been very accommodating but asking me how I want this resolved I would like to state that ABSA should waive this amount due to your poor collections process and willingness to rectify your mistake on my profile.