Terrible Service from Absa Home Loans

Good day

We were affected by COVID and payments on our Bond account. Harrassment from the number of smses we would receive in a day would be an understatement. I eventually had to call in to find out what was happening and was told it’s a glitch on the system. Fast forward to last month, we eventually managed to settle the account – after much back and forth where debit orders would not go off automatically for our secondary bond. We had an additional amount debited on the 6th of the New month? I called in to follow up last week 9/11 to follow up – spoke to Lebo from Collections Department ( I insist that this call recording is pulled and listened to – I too would like a copy).

Lebo advised that the refund would be processed and it would take 7 working days to clear the refund. I then called ABSA customer call centre again yesterday 16/11 to follow up and was told nothing was captured on the system and I would have to restart the process from scratch.

I have the following questions: 1. How is it that such a big entity like Absa has a debit order system that is not only erratic but from my experience unreliable. 2. How is staff allowed to promise customers arrangements that are not captured on the system

Joyce was of much assistance and provided me with a reference number . I then called back again to request to speak to a Supervisor and was transferred to Nikki Fyn who told me the time was already 15:30 and would have to kick off the process this morning 17/11 and would call me back.

None of the above communicated has been done and besides the reference number I have no confidence in Absa handling or resolving my query and not impressed with the customer service experience I have endured. I have tried calling Nikki Fyn with no luck and queit frankly not impressed.