unacceptable service from Absa Bank

Hello Peter

I called Absa Life in February 2018 to get a funeral policy.They started debiting my Capitec account from the 28/02/2018 as agreed and never send me any contract. On the 31/07/2018 i got worried that i have been paying them but i do not have my contract with me.when i called on the 31 of last month quoting my ID number they told me that i do not have any funeral policy with them.

Then i quoted everything on that policy as they picked it with the reference from my July debit order,apparently they have put some lady with my dependents and my beneficiary, meaning that i do not appear at all in that police.i was told by Itumeleng that they were gonna check a call recording for the day, i kept on phoning them to get update but they said they are still looking for the recording.The only time i will talk with them is when i called.

Last week i demanded to speak to the manager and he also told the same story of call recording, i told him that i am no longer interested on their policy since they made that mistake and does not my query serious. He said the fix that mistake but i was to him on the fact i want my premiums back as they failed me.Now today they send me a policy number even though i told them that i do not want it anymore. They still telling that they are going to do investigation and see if it is possible for the to refund.

Caroline