FRUSTRATION OVERLOAD!!!!

I have been a loyal African Bank customer for 8 years now and the way i have recently been treated with regards to my retrenchment claim is truly not only unprofessional but inhuman. I have ensured in the past 8 years that my debit orders go off on a monthly basis ensuring that i never skip a payment in order to maintain a good credit score. In May 2017 i was retrenched and i had been paying for a retrenchment protector plan beforehand. At the end of April 2017 i went into the Bayside Mall branch in order to submit all the necessary documents in order for my claim to not only be processed but also to be approved. In the beginning of May 2017 I was notified that my claim is still being processed and i still had to pay the monthly premium for the month of May. Then mid May I was notified that the insurance will make monthly payments on my behalf until I managed to find employment. For 6 months African Bank made payments on my behalf and in October 2017 I managed to find employment which had a strict 3 month probation period, so it meant I was not permanently employed until my probation period had been reached. I went into the branch a week before to advise them on this matter and to have my instalments reduced as the new position's salary was not similar to my previous employment, the consultant then advised me that i should rather go and obtain a 3 month’s bank statement and get an affidavit to state that i am currently still unemployed, this was submitted to the Bayside branch in September 2017 and they submitted it to the credit life department. Which i found out recently that the credit life department never submitted to the insurance since September, so they kept the documents, and nothing was done. I then received a message from the credit life department to state that my credit life request has been resolved, in my mind, i though this meant that the insurance would settle my accounts outstanding in full, but this was not the case, it only meant that they would pay the account for one more month. Since the end of September 2017 i have been going to the branch nearly every weekend and once or twice every other weekday. Then when i went in one day one of the consultants advised me that i should have never came in to the branch to make an enquiry with regards to the status of my account as now the insurance will not pay the account in full. I was very distraught when i heard this as it was very strange to me as to how that would affect my application in any way. Since then i have been dealing with the branch manager at Bayside by the name of Mitch who on a weekly basis checked my status and all it said was 'final', which he advised us that this meant they paid the final claim payment and that they will most likely approve that the insurance will pay the outstanding debt in full. This went on for a long period of time and then one day in December, i received a notification that there was money deducted out of my account as per the normal debit order arrangements. I then proceeded to go to the Bayside branch once again to find out as to why the money was deducted, the branch manager then advised me that it might have been because of the December time and that they might of thought that i had received a bonus and thus deducted the money out of my account as per the norm. I then proceeded to go to my bank (FNB) and reversed the debit order and had the money reinstated in my account and i had also had put a stop on the debit orders. For the past 7 months i have never been contacted by African Bank to notify me on how the claims process will continue or to advise me on the progress of my claim each step of the way. I have been the one who had to make numerous branch visits, outrages amount of phone calls and submissions of call backs. In January 2018 i was in the process of selling my vehicle in order to settle my accounts in full. I was sent a statement for both my accounts via email by the branch manager, the amounts in total added up to round about R 52 000. I then proceeded to sell my vehicle for a less amount just in order to settle my debt in full as i was no longer able to pay the monthly instalments and reducing these instalments was not a option as this would have affected my credit rating tremendously. After weeks of phoning the credit life department, submitting numerous call backs, my account was finally un-flagged and i could retrieve the settlement amounts via email, but this was never received so I then went into the branch once again in order to obtain a settlement amount in order to pay the accounts in full, when i got to the branch, the amounts on the statement and the amounts on the settlement quotations for my loan and credit card differed by not a measly R 500 but a mere R 5000. The consultant from the credit life department by the name of Ntokokozo Misibi was the most unfriendly, unhelpful, rude, incapable and unknowledgeable person i have ever had to deal with. When i requested to speak to a manager to voice my unhappiness, she then advised me that i didn't need to speak to one as she has already done so which i find was unappalling. My wife then proceeded to phone the credit life department and requested to speak to a manager. She then proceeded to speak to Thabang, who is the supervisor, he then assured me that he would contact my husband within the next few minutes, this was last week Monday and since then he has not even attempted to call me not even one time. Once in the Bayside branch, the consultant then advised me that my loan settlement amount was R 26,521.05, i was then satisfied with this amount, i then proceeded to pay it in full, trusting the consultant that it was the loan amount settled, she then proceeded to advise me that the outstanding amount for the credit card is R 32, 355.49 which did not make any sense as my credit limit was only R 30 000, i had not used the card in 8 month’s time and the insurance had been making payments which meant that there was a credit amount on the card as well. The consultant then proceeded to advise me that the reason for this was most likely due to delayed transactions on the account and that she would make an inquiry and will advise me on the matter. She then phoned my wife last week Thursday to advise her that they have been struggling to get hold of me, my wife then advised the consultant that we would be coming through to the branch on Saturday (20/01/2018) as i am unable to go there during the week. We got there on Saturday, we spoke to the branch manager Mitch again and he advised us that the amount of R 32,355.49 was calculated by taking the instalments of R 4700.95 and multiplying it by the amount of months remaining which was 7 months. I then advised him that this was not the way it should be calculated as the instalment amounts include the interest. He said he would lodge a query on this matter, we then also advised him that we only have R 27 000 cash to settle the account as this was the amount calculated in the beginning and thus the reason why i sold my vehicle for a lesser amount. He then advised us that we should pay the R 27 000 amount that we had and then reactivate my credit card which i had paid in full in order to pay the shortfall amount on the loan and then only pay the credit card payments on a monthly basis. I then agreed to this as i was going to take this matter up with the ombudsman in any case. He then phoned the correct department to activate my card. I then spoke to Charles Chuew and he assisted me in reactivating my card. I was then given a new card and the activation was completed as per the branch manager. I then proceeded to swipe the credit card for the outstanding amount, but it was declined as the card was not activated as yet. The branch manager then advised me that the card would be active in about an hour’s time and i could pay the balance at my convenience at any Checkers. Late Saturday afternoon, i was notified that the card had been activated. I was not able to make the payment as i already had prearranged commitments. This morning i was called by a consultant to notify me that my card had been cancelled, i then advised him that this could not be possible as i just reactivated the card over the weekend. He then advised me to phone management. I then phoned and the call was placed through to Thabang who is the supervisor, he then advised me that he would conduct an investigation and would get back to me by 48 hours with the outcome of the matter, i then advised him that i don't have 48 hours to wait as this matter has already been prolonged by the incapable staff of the credit life department and that if i didn't have an answer by tomorrow morning, i would not be held liable for the outstanding amount as i have ensured my cooperation right from the start. This past behaviour from African Bank is outrageous and truly unprofessional. DON'T WASTE YOUR TIME WITH THEM, ALL THEY SEE IS DOLLAR SIGNS AND THEY LACK REMORSE AND CUSTOMER SERVICE ABILITIES!!!!!!!!! THERE IS NEVER PROPER AND CONSISTANT ANSWERS GIVEN…IT IS LIKE EVERY CONSULTANT AND MANAGER HAS BEEN TRAINED DIFFERENTLY…….!!!!!