Poor Service at African Bank

<p>A couple of years back (2012 and 2013 to be specific); I took out two loans with African Bank; one for R4 000; and the other for R11 000. I managed to make a number of payments but later struggled as I found myself outside of employment. Fast foward to 2015; I got a job and then started making enquiries through the phone to have them debit the monthly installments from my account. However; whenever I called they would ask me questions of my residential address, my phone number; etc...things that have changed over the years. They would then tell me they cannot assist me as I got the answers wrong; instructing me to visit their branch in order to be assisted. In spite of advising them that I am unable to visit their branch due to my work hours; they insisted that they could not assist me over the phone; even after giving them my identity number. </p> <p>In October 2016; I then managed to take time off work and visited one of their branches in Durban (Smith Street) where I was told I could not be assisted other than to call their collections department using their phone. I did this; and spoke to a lady who I also advised that I had forgotten all the details I provided to them when I took the loans back in 2012/13. I advised this lady of my intention to make payments and that I wanted to update my banking details so they could debit my account as of the 25th of November 2016. The lady however said to me that my account had been closed; and that I would need to make a payment immediately in order for them to be able to set-up a debit order. Looking at the funds I had available at the time; I gave permission to the lady to debit R500 on the day and to then set-up a debit order for R2 000; starting on the 25th of November 2016; and ending when I settle my two loans. While I was fustrated that it took so long to update my banking details and set-up a debit order; I was happy that we had finalized payment arrangements.</p> <p>To my dismay however; on the 1st of December 2016; I got a visit from an Attorney representing Stowell and Co. The gentlement advised me that his visit was for purposes of handing over to me a 'Letter of Demand' (with costs) to have me pay for the loans. The letter he gave me was dated 7th October 2016; and did not reflect the R2 500 paid to African Bank. I explained to him that I had already made payment arrangements with African Bank; and they had actually debited the money in October and November. This to me now was a dual process; confusing me on who to pay; and why African Bank would debit my account knowing very well they had handed me to the Attorneys. They should have actually advised me early in October that my account was no longer with them; and furnish me with banking details of where payments must be made.</p> <p>I was very unhappy; and decided to call African Bank so they could clarify to me their actions; especially debiting my account after having handed me over to Stowell and Co. I grapled with the gentlement over the phone for over 20 minutes; until I succeeded in forcing him to send me an updated statement. He was howver unable to explain to me why they debited my account knowiing very well that they had handed it to the attorneys; and that their actions will result in two processes in as far as payments are concerned. I am very unhappy about this conduct.</p> <p>In summation; I am writing here as a disgruntled customer for the following reasons:</p> <p>1. African Bank did not alert me of their intentions to hand over me to Attorneys; despite having my email address.</p> <p>2. I never received any letters between 2015 and 2016 from African Bank; advising me of my risks and actions being instituted against me.</p> <p>3. The African Bank Call Centre (or Collections department) failed several times to assist me so I can pay my loans; citing reasons that I could not recall information I provided to them over 5 years ago. My ID number was never sufficient.</p> <p>4. Debiting my account in October (R500) and November (R2000) after they had handed my account to Stowell and Co.</p> <p>5. Poor communication from the Bank; leading up to where we are now.</p> <p>6. Perhaps the Bank must refund the money (R2500) and have it paid to Stowell and Co if they can reverse their premature decision of handing me over.</p> <p> </p> <p>My details are as follows:</p> <p>Name & Surname: Siyanda Sandile Magubane</p> <p>ID number: 860 ********** 089</p> <p> </p> <p>Please support...thanks!</p>