Terrible Client Service - ABSA Vehicle Asset Finance

Terrible experience. Would not recommend to anyone. I am a new ABSA client, having recently purchased a vehicle through We Buy Cars and I was granted finance from ABSA Vehicle and Asset Finance.

At the time of signing the paperwork when purchasing my vehicle, I noticed that the debit order date was the 25th of the month. All of my debit orders go off on the 1st of the month so I specifically mentioned this to the WeBuyCars finance consultant, and requested it to be changed immediately, to which she responded that it couldn't be done and I would have to contact ABSA to change this. So, I thought, OK, simple enough, I will change it afterwards with ABSA, BIG mistake!

I have tried to phone ABSA a few times to change my debit order date to the 1st of the month, what should be a relatively simple request, without success. The first time was before my first instalment had gone off, and I was told to phone back to change it after my first instalment had gone off. Second time, I phoned after my first instalment, but before the 1st of the next month and they said that if they changed it then, it would debit me again on the 1st of the month, after having just paid this month's instalment.

So, today's request is my third attempt at trying to do what I believe should be a relatively standard change on my account, simply changing the debit order date from the 25th of each month, to the 1st of each month.

So, today I was told that the ABSA policy is to align your salary date, with the date of the debit order, so there is no way they can change my debit order date, if my salary date is not the 1st of the month. They requested 3 months of bank statements to prove that my salary indeed reflected on the 1st of each month, which it doesn't in my case, so I cannot provide the proof they require, so they refuse to change my debit order date!

While I can understand the premise of having your debit order date align with your salary date, the fact that they are completely unwilling to assist with a legitimate, reasonable request from a client in good standing is completely unacceptable.

The reason I require the change is because ALL of my debit orders fall on the 1st of each month, and I plan to have adequate funds in my account on that date so that the debit orders go through. While my salary date is on the 25th of each month, the funds generally only reflect on the 26th anyway, and there are instances when my salary is paid on the 26th or 27th, meaning that my funds may reflect a bit later than usual. To ensure I don't miss any debit orders (trying to be a good client!!), I would prefer my debit order date to be on the 1st, to allow adequate time for my salary to reflect in my account and to ensure I have adequate funds for my debit orders. I don't believe this is unreasonable!

I have not missed any payments on my account, my account is completely up to date, and they have no reason not to action my request, yet they point blank refuse to assist without me providing bank statements to prove that my salary reflects in my account on the 1st of each month, which it doesn't!

I spoke with the initial consultant, and I asked to be transferred to a manager when I was informed they couldn't assist. I don't recall the managers name that I was transferred to initially, but when she also wouldn't assist me, I asked to be transferred to her manager, and I was put through to another manager that I do recall the name of, but won't mention here for obvious reasons. None of them were remotely interested in helping me, with the third, most senior manager, who should actually be able to be reasonable and have enough authority to make decisions and assist clients, kept quiet on the phone most of the time, said that she had said what she had to say, informed me of the "ABSA Policy" and that there was nothing left to say.

I find this level of service absolutely shocking, and unacceptable. I hope that my review can alert people to the terrible service I received at ABSA and hopefully allow them to avoid the same level of dissatisfaction.