Worst experience ever from ABSA "service"

Worst experience ever from my bank I have been with all of my life! In April 2019, I received my monthly statement correctly indicating my last payment on my vehicle finance is due on 25 April. As has been the case the previous 71 months, I expected the last amount to go off my ABSA cheque account via debit order (there was enough money in my account, btw). This did not happen however. Surprised by this, I visited my nearest ABSA branch (Mall@Reds) on Saturday 4 May to try and find out what is going on. I have up to then received no communication from ABSA on any of this (and yes, they do have all my contact information) After queuing for an hour at enquiries, I was eventually assisted. The lady also did not know or understand why the amount was not deducted. She phoned around and after a few minutes of talking to someone on the phone, she indicated that I should manually make the last payment to ABSA vehicle finance via electronic payment or cash at the tellers (at a cost off co****). I was not given a real reason by the lady as to why my last debit order never went off.

The lady (cannot remember her name) was very helpful and pointed out that a few days after I manually made my last payment, I should phone the number indicated on my statement to request my NATIS documents. I paid a few days later and waited until 13 May to phone for my NATIS documents. The number I dialed (0 ********** 69) only had an option however to request a copy of my NATIS documents, which I did as there was no option on the call to talk to any human at any stage during the call. I did receive an e-mail within a minute, but with error messages instead of a copy of my NATIS documents.

Not knowing where to next, I decided to test the "Talk to Us" option available from the main AVSA website. I raised a question on how to obtain my NATIS documents and shortly afterwards received an e-mail with a reference number confirming the query was logged.

This e-mail was shortly followed by another from Sandile Zungu informing that I need to supply them with my ID number and also to indicate that my NATIS documents can be couriered or I can specify the ABSA branch that It could be send to. I did immediately respond o Sandile indicating the ABSA branch and also stated that I am unable to send my ID number over e-mail due to company policy, but also for security reasons. This was the last time I have heard from Sandile or anyone else at ABSA, despite the fact that I send a follow up e-mail requesting assistance.