VERY POOR CUSTOMER SERVICE

In December 2022 I made a payment into my vehicle finance account, an amount of R100 000. I withdrew funds from my Provident fund as I was no longer employed. I then requested a settlement and my balance was R29707.20. The consultant confirmed that their calls are recorded, and I can get a recording if I request it, he advised that he'll allocate the funds to ballon payment and balance towards instalment to save me since I was unemployed, his words THE ACCOUNT WON'T BE IN ARREARS FOR 10 MONTHS. I then got a job in August 2023. On September the 13th, I called to arrange for settlement Spoke to another consultant who advised me that my settlement is then R39500. To my surprise, I then asked the consultant to give me a breakdown and she couldn't explain. She then referred me to collections department, who advised me there is an additional 8 months to my term that was loaded by collections and charges additional interest each month since December 2022. Term was then extended to 17 months. This was not disclosed to me or not the agreement we had with the initial consultant when I made a 100k down payment. Collections also could not tell why they loaded the additional months and I was referred to another consultant in collections department who could no explain either. I was asked to contact an 021-713 ***x, this lady advised she will do investigations and get back to me. I then tried the second person 011-354 ***x who also said they will advise after investigations till today no feedback but my account is going up every month. After my 10 months that I paid in advance passed, I started getting calls but not even one person could help me with my problem so I can pay the settlement. I was referred to 3 additional individuals at collections, and the last one advised me then that the balance has come to a total amount of R49 412.40 and saying he is now going to speak to his boss and see what he will advise. Since September 2023 I have been talking to all the consultants at Absa just to get clarity on how did my account end up to R39000 from R29707.20. I’m ready to pay my balance of R29707.20 been ready since last year. **CUSTOMER SERVICE IS VERY POOR** They are delaying the whole process so I get to R100k Dept again so they take my car. If this is how you treat your long-term customers then you'll end up with no one.