Why BANK or DEAL with ABSA?

Today 10 days later, with mails to and from Absa constantly telling me that they have escalated the matter just to find out Absa referred the case/complaint back to Brolink who never came back to me in the first place.

Rosa at Brolink finally rep**** back to me on 09/12/2021 telling me she has system errors and that she will get back to me 10/12/2021,..today (20/12/2021) 11 days later still no feedback from Rosa.

BUT, WAIT THIS IS THE BEST!

Basani Hlungwane (Specialist Case Manager: Social Media Complaints) who have since taken the complaint over from Ntladi Mthimunye (Specialist Case Manager: Customer Experience Absa Insurance), sends me a mail today that my complaint/case has now been closed.

This with NO Official Rejection Letter or reason as to why the case is closed, but that within 5 business days (basically on Xmas) Absa will let me know as to why my claim has been rejected. Also that if by Xmas, if I did not receive my Official Rejection Letter to notify Basani so to take this up with management.

Now my question: "HOW DO ABSA CLOSE A CUSTOMERS COMPLAINT OR CLAIM WITHOUT A FORMAL OR OFFICIAL LETTER?"

But let me rather wait for "My Xmas Letter from ABSA".

At Absa, we call this Africanacity: the distinctly African ability to always find ways to get things done.

Dear Basani

Your private reply is noted, however I have brought this matter to a Public Social Platform so that current customers and or future customers are aware and can evaluate Absa.

Can you answer my question in my reply or the below questions on this Public Social Media Platform:

• How do YOU or ABSA close a customers complaint or claim without formal communication or an Official Rejection Letter with the reasons as to why the claim has been rejected?
• Don't you think the customer has the right to know the reasons prior to the closure?
• Don't you think the client has the right to object the reasons for the rejection prior to the closure?

This is just me using my common sense and as said to you in my mails, I do not care much whether the claim has been rejected or not but rather that this will not go unsaid/noticed.

Regards

Absa I am done yet,..

So on the 22nd December 2021 I receive a call from a lady called May from Brolink who first apologies on behalf of the poor communication and or service from Brolink.

She then advised that she will forward me the Rejection Letter as to why my claim was rejected.

I received the Rejection Letter dated 20 December 2021 and the Rejection Letter stated the following; That Absa rejected the claim and they quote back to the relevant clause(s) in my policy as to the reason why, these clause(s) which does not even exist in my policy nor was this option(s) available when I took out the policy in June 2016.

So where did Absa/Brolink read these clause(s) on my policy since they are quoting and referring back to my policy, because I went through the policy in detail and it does not exist?

Anyway, I called Absa Insurance on *** and was assisted by Baleseng. I asked Baleseng if she can assist me to find these clause(s) in my policy and she advised that this was never available as an option in 2016 thus the clause(s) is not in the content of the policy. She also advise that further amendments or options to the House Hold Policies were made available from 2018/2019, however Absa Policy Holders was never given the option nor was such amendments app**** to the policies to ensure full comprehensive cover.

What I do know, the reasons for the Rejection Letter quoted is falls information as these clause(s) quoted does not exist!

Next step; Ombudsman for Short-Term Insurance and other Social Media Platforms

still nothing from this useless ABSA, they debited my account for 6 years for insurance that did not do anything. I am glad I cancelled my service with ABSA and moved to a better insurence