Where is the passion when you need it the most?

Item: Absa
Rating: 1

On the 14 June I sent a complaint to the Action Line regarding the manner in which my late husband's policy was being handled.

On the 29 June I got feedback redirecting me to Sanlam, who took over the administration of the policy. I messaged back asking why ABSA, as the policy holder, could not investigate, and there was no reply.

ABSA has shown a complete disregard for the passion they claim on their site: It’s the difference between ticking boxes and exceeding expectations, and it’s the reason we’re able to go further for our people, our customers, and for Africa.

In this case ABSA simply doesn't care enough.

Helpful (0)

Replies (2)

Absa's replyOfficial

27 Aug 2018, 12:37

Dear Customer

Thank you for bringing this matter to our attention. We will investigate the matter and furnish feedback once matter has been resolved.

Kind regards
Daphne Le Grange
Group Customer Care
Absa Bank Ltd

Absa's reply27 Aug 2018, 12:37

Official

's updateReviewer Update

31 Aug 2018, 18:16

It seems that ABSA considers the matter closed, and out of their hands. I could think of a few possibilities: 1. ABSA instructs the new administrators that the current process is not conducive to the grieving process of a spouse, and should at least be governed by an independent arbitrator (like the Pension Fund Adjudicator) 2. ABSA reviews my complaint with Sanlam and tries to understand my grievances and if ABSA can do something to help. Either of these would be exceeding expectations, but instead, ABSA does nothing.

's update31 Aug 2018, 18:16

Reviewer Update