Unacceptable Customer Care at ABSA Vehicle Finance

<p>SORRY NO RATING AT ALL.</p> <p>Unfortunately the only conclusion that I can reach is : NO NOBODY at ABSA CARES about the clients problems even though they try to pretend this at ABSA bank as a Group with all their so called "HELP DESKS and HELP LINES and CUSTOMER CARE SERVICES"</p> <p>Time frame :</p> <p>02-08-2016 ..... Vehichle paid in full according to final settlement notification regarding the outstanding amount.</p> <p>02/08 to 14-08-2016 .... Waiting and enquiring for Natis documents to be delivered to me wherever it will be sent to..... <br />no response or any satisfactory answers from ABSA personell, only empty promises without any fixed timelines or time frames to indicate progress of this so called delivery of documents.</p> <p>14-08 2016 .... Logging a request for information and service at the PLATINUM HELPLINE by e-mail. Receive automated</p> <p>14-08-2016 .... Receive automated confirmation of incident logged under reference number [EC: f2ff7d9b]</p> <p>15-08-2016 .... Receive a standard helpdesk reply from Louise Brown, Konsultant: E-posdienste, Absa ****aksentrum, apparently without reading my complaint/request regarding this issue and tel me to call the Vehichle Finance department directly on telephone line, after my original complain stated that I cannot call this number and that there is no answer for hours at end on this line. Just for interest do I also want to mention that when calling this number the first sentence recited is "We currently have technical problems" which according to me is an indication that an excuse is made up front to not be serviced at all.</p> <p>15-08-2016 .... I rep**** to this unprofessional e-mail from the mentioned person ans CC'ed the following e-mail ddresses and there are more that one person or department as witness that I do experience problems with the Vehicle Finance Department.-</p> <p>To: ********** />Cc: ********** Sally (ABSA); Smith Ian: Absa; ********** ********** <p><br />17-08-2016 .... I receive the following reply from the above mentioned Louise Brown. "</p> <p>"Geagte Jan Willem Grimbeek</p> <p>Dankie dat u hierdie aangeleentheid onder ons aandag gebring het.<br />Ons vra om verskoning vir die vertraging in die antwoord op u e-pos.<br />Ons ondervind tans 'n hoë epos volumes en vra om verskoning vir enige ongerief as gevolg hier van.<br />Ons het u klagte op ons Kliëntediensstelsel aangeteken. U verwysingsnommer is ********** .<br />Een van ons toegewyde konsultante sal u op hoogte hou oor vordering met u klagte.<br />Indien u enige ander hulp verlang, e-pos ons gerus by ********** />Absa bank streef voortdurend daarna om aan kliënte ’n e-pos-diens van wêreld gehalte te bied. I doubt this 100% <br />Help ons asseblief om ons diens vlakke te verbeter deur die diens wat u ontvang het, te beoordeel. <br />’n Kliënt tevredenheids opname-vorm is vir hierdie doel aan geheg. Wow what an odasity to ask this from a disgruntled ABSA CLIENT.</p> <p>Vriendelike groete</p> <p>Louise Brown<br />Konsultant: E-posdienste<br />Absa ****aksentrum<br />absa.co.za</p> <p>CLIENT CODE : GRIMBJW013 "</p> <p>Again, an excuse about the volumes of e-mails and no concrete reason for the delay in service, not even an apology for the fact that she did not act correctly on my request/complaint the first time when contacted but instead sent me just a telephone number to call and a form to complete about customer satisfaction, where they are the people to supposedly assist clients and investigate their problems.<br />At least did she logged the issue on the system this time around and well under the reference number that you rep**** to.</p> <p>17-08 to 22-08-2016 .... During this time My Branch at Key West Krugersdorp also started to investigate to what the holdup is and I received the following e-mail from Mrs S Kirstein who I also CC'ed in one of the previous mails. This is the Only person in the whole line who responsed and actually did something to look into the problem and attempting to solve it as ABSA clients problem. <br />E mail Received on the 22nd Aug<br />" <br />Hi Mnr Jan Grimbeek,</p> <p>Wil net bevestig het met Absa voertuig afdeling ges***el en versoek dat die rekening ********** 0 finaal gesluit word, verwysing deur hul verskaf - Ref ********** 1.<br />Die Natis dokumente is ook oppad na Key West tak verwysing nommer verskaf - Ref CZ1 ********** 0.<br />Vertrou die aangeleentheid is nou afgehandel.<br />Vriendelike groete. "</p> <p>22-08-2016 .... Receive e-mail from Customer care ABSA Vehicle Finance<br />"Subject: Case Ref No. ********** - Customer : MR JAN WILLEM GRIMBEEK ID : ********** 002083 Account number ********** 0</p> <p>Good day Mr. Grimbeek</p> <p>Thank you for raising your concern with us and allowing us the opportunity to investigate and resolve your complaint.<br />We confirm that account number ********** 0 has been finalized on the 17/08/2016 and cleared <br />I do apologize for any inconvenience that may have been caused and would like to assure you that we will provide you with the best quality service at every step of the way. <br />Please advise if there is anything else we need to assist with in this regard <br />Thank you <br />Nelien Dreyer | Assistant VP | Absa Vehicle & Asset Finance: Customer Care "</p> <p>26-08-2016 .... Enquire on a regular basis at ABSA Branch Key West to see if my document are there but there is still NOTHING.</p> <p>26-08-2016 .... Received a statement/account from absabank vehicle finance department that I owe them money , according to them I still owe 57 Rand and they have also added interest and administrative fees to this account that is as far as I am concerned with a 0 balace and closed and paid up on the 2nd of Augist allready and as per previous so called "ABSA references" received from Various absa departments.</p> <p>26-08-2016 .... Forward copies of statement/account as received and enquire about the fess that I an billed with. I also requested them to not Deduct this amount from my account on the debit order with them as it will amont to ***** and theft and that I will (and I am going to) lay a ******** charge against them for ***** and theft.</p> <p>27-08-2016 .... I still do not have my documents or any feedback as to where these Natis Document are in the process OF DELIVERY or any reply on my latest query aboy abot the account that they have sent me a fully paid acccount.</p>