Your Story Matters?? Does it really??

I am so upset with the service, or lack there of! from ABSA! "Your Story Matters" Does it?? Because from my point of view the only time I actually get assistance and TIMELY responses, is when I am benefiting them! If you ask for help, then dont bother asking, because all of a sudden, noone knows and you are taken from pillar to post.

Due to unforeseen health conditions for my baby, I resigned from my employment in order to be at home until his health improves. I contacted ABSA Personal Loans department (note that this was my last resort as I did explore other options first) explaining the unforeseen sudden financial change and asked if there was any assistance I could get such as a temporary payment holiday until I can find other employment or another source of income. I was advised to send an email to ***. Which I did the same day.

30 July 2025, I received a response from Mr K Kok (everydaybanking) and was advised to email ***. I forwarded the whole email and response to the given email address as advised.

18 August 2025, Due to no response from creditlifeclaims, I then sent a follow up email back to everydaybanking (ATT K Kok) to ask again for assistance due to lack of response from credit life.

21 August 2025, D Lekhuleni (everydaybanking) requested a case number from credit life email. I feel my email I had sent was not read holistically as then they would have known that due to no response from credit life.. I did not receive a case number. Also, they classed my email enquiry as a "Life Claim" which is incorrect. My email was regarding financial aid.

23 August 2025, D Lekhuleni informed that they have referred my email to the Credit Life Department.

Till now, NO response, NO assistance. It is 1 day short of a month since this started and I have gotten NO assistance. I have spoken to the collections department multiple times in between these emails, I have explained my circumstances to every single person I have spoken to. Today I was told I need to make a payment arrangement with the lawyers when they call me, then straight after that call, an ABSA consultant phones me to offer me an increase on my loan because "I have been such a good, consistent payer" Do you see the contradiction???

And Yes, I have been a good payer, I have ALWAYS paid my dues on time and in full. I have NEVER defaulted! Last year I went to ABSA and asked for a 30K loan to assist with my hospital shortfalls. I was heavily pregnant and high risk. The consultant spoke me in complete circles and spoke about consolidation loan to write off other debt. He took advantage of my urgent desperation. But despite that, I never asked for ABSA to write off the debt, all I asked was some sort of financial holiday assistance during this time while I am not earning a salary! But no, I am instead tossed around from pillar to post, threatened with credit bereau, threatened with lawyers.

I have always held ABSA with such high regard, referred many people to move banks to ABSA, everything of mine is with ABSA. You are more than happy to take my business, but as soon as I need help, where are you?? Everytime I speak to a consultant I am reminded that if my residential address changes I need to contact ABSA to inform them, but when my financial position changes, noone wants to hear me. The worst part is, there are how many people that just DONT pay their due and drop off the radar, but sadly my conscience wouldnt let me do that! I thought I was doing right by actually coming to you directly and laying all my cards on the table and BEGGING for help.

I am not running away from my obligations, and no, this is not the ideal situation that I wanted to be in, but I NEEDED to help my baby, so it was a decision that needed to be made. All I am asking for is for help. Until I am back on my feet. I am physically, mentally, and emotionally SICK from stress. But "your story matters" ??