CvdN
Chantell van der Nest
1 reviews | Active since Jun 2020
20 Sept 2023, 10:35
Unfulfilled Promises During Sensitive Times: A Disheartening Experience with ABSA
I'm deeply disappointed with ABSA bank. When we decided to open a transact savings account for my grandmother, one of the main reasons was the promised R5000 lump sum death benefit. However, when the unfortunate time came and we provided all the necessary documentation, we received a response stating there was no lump sum death benefit associated with the account. It's disheartening to experience empty promises, especially during such a sensitive time. I expected better from ABSA.
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Replies (5)CvdN
Chantell van der Nest's updateReviewer Update
20 Sept 2023, 13:30I have already provided all the required documents in response.
Regarding the letter I received from them yesterday, it did not request any supporting documents. Instead, the letter simply stated:
"We have assessed the claim lodged under this account and advise that there is no lump sum death benefit on the above account. Absa Life can therefore not accept liability for a claim."
This is inaccurate. When we initially opened the account for her, one of the prominently mentioned benefits was a R5000 payout. This was highlighted without any mention of hidden conditions or fine print.
CvdN
Chantell van der Nest's update20 Sept 2023, 13:30
Reviewer Update
I have already provided all the required documents in response.
Regarding the letter I received from them yesterday, it did not request any supporting documents. Instead, the letter simply stated:
"We have assessed the claim lodged under this account and advise that there is no lump sum death benefit on the above account. Absa Life can therefore not accept liability for a claim."
This is inaccurate. When we initially opened the account for her, one of the prominently mentioned benefits was a R5000 payout. This was highlighted without any mention of hidden conditions or fine print.
CvdN
Chantell van der Nest's updateReviewer Update
20 Sept 2023, 15:26Thank you looking forward to your feedback.
CvdN
Chantell van der Nest's update20 Sept 2023, 15:26
Reviewer Update
Thank you looking forward to your feedback.
CvdN
Later, a representative from the head office called to assert that the 'transact' account doesn't come with the said benefit. I countered this by sending a screenshot from their own website, prompting her to revert. She called back, admitting their oversight and mentioning that the benefit was introduced only last year, after my grandmother had opened her account. I find this inconsistency and lack of transparency from the bank distressing and misleading. So NO HELP WHAT SO EVER AND ONLY EMPTY PROMISES,
Chantell van der Nest's updateReviewer Update
21 Sept 2023, 14:44I am deeply disappointed with ABSA Bank, particularly the Oudtshoorn branch where Warren is based. I approached them regarding my grandmother's account, only to be informed that since the account is over a year old, there's no death benefit. They suggested I reach out to their head office. After facing numerous challenges in getting in touch, the head office eventually responded with a letter stating that the account type in question doesn't offer any benefit. However, both their website and the terms and conditions provided to us—both verbally and in writing—when my grandmother renewed her card, clearly indicate a R5000 lump sum benefit.
Later, a representative from the head office called to assert that the 'transact' account doesn't come with the said benefit. I countered this by sending a screenshot from their own website, prompting her to revert. She called back, admitting their oversight and mentioning that the benefit was introduced only last year, after my grandmother had opened her account. I find this inconsistency and lack of transparency from the bank distressing and misleading. So NO HELP WHAT SO EVER AND ONLY EMPTY PROMISES,
CvdN
Chantell van der Nest's update21 Sept 2023, 14:44
Reviewer Update
I am deeply disappointed with ABSA Bank, particularly the Oudtshoorn branch where Warren is based. I approached them regarding my grandmother's account, only to be informed that since the account is over a year old, there's no death benefit. They suggested I reach out to their head office. After facing numerous challenges in getting in touch, the head office eventually responded with a letter stating that the account type in question doesn't offer any benefit. However, both their website and the terms and conditions provided to us—both verbally and in writing—when my grandmother renewed her card, clearly indicate a R5000 lump sum benefit.
Later, a representative from the head office called to assert that the 'transact' account doesn't come with the said benefit. I countered this by sending a screenshot from their own website, prompting her to revert. She called back, admitting their oversight and mentioning that the benefit was introduced only last year, after my grandmother had opened her account. I find this inconsistency and lack of transparency from the bank distressing and misleading. So NO HELP WHAT SO EVER AND ONLY EMPTY PROMISES,
CvdN
Chantell van der Nest's updateReviewer Update
21 Sept 2023, 15:37I have been a longstanding client and currently possess a gold account with Absa Bank. It has come to my attention that a particular benefit, prominently advertised on your website, does not extend to me not my grandmother. I understand this benefit was introduced last year from your telephone conversations changing your story the whole time; however, considering my loyalty and tenure with the bank, I am seeking clarification.
I have documented relevant sections of your website as a reference. It's essential for customers to trust that the bank's marketing accurately reflects its offerings.
I hope for a timely resolution, aiming to avoid escalating this matter further.
CvdN
Chantell van der Nest's update21 Sept 2023, 15:37
Reviewer Update
I have been a longstanding client and currently possess a gold account with Absa Bank. It has come to my attention that a particular benefit, prominently advertised on your website, does not extend to me not my grandmother. I understand this benefit was introduced last year from your telephone conversations changing your story the whole time; however, considering my loyalty and tenure with the bank, I am seeking clarification.
I have documented relevant sections of your website as a reference. It's essential for customers to trust that the bank's marketing accurately reflects its offerings.
I hope for a timely resolution, aiming to avoid escalating this matter further.
CvdN
It's crucial that customers receive consistent and accurate information. I hope we can ensure that all account holders are aware of and can access the benefits they are entitled to without the inconvenience of closing and reopening accounts.
Chantell van der Nest's updateReviewer Update
21 Sept 2023, 15:44Dear Absa Bank Team,
I recently contacted my local branch and was informed that the lump sum death cover, as advertised online, applies to all transact accounts regardless of the age of the account . This seems to contrast with the information I previously received. Can you please clarify this discrepancy?
It's crucial that customers receive consistent and accurate information. I hope we can ensure that all account holders are aware of and can access the benefits they are entitled to without the inconvenience of closing and reopening accounts.
I trust Absa will honor its commitments and look forward to a clear resolution.
CvdN
Chantell van der Nest's update21 Sept 2023, 15:44
Reviewer Update
Dear Absa Bank Team,
I recently contacted my local branch and was informed that the lump sum death cover, as advertised online, applies to all transact accounts regardless of the age of the account . This seems to contrast with the information I previously received. Can you please clarify this discrepancy?
It's crucial that customers receive consistent and accurate information. I hope we can ensure that all account holders are aware of and can access the benefits they are entitled to without the inconvenience of closing and reopening accounts.
I trust Absa will honor its commitments and look forward to a clear resolution.