Worst service ever

African Bank has really got me very disappointed, especially since I am a first time user.

I app**** for a loan online and I got pre-approved. I was then called and asked to take my documents to the nearest branch. The next day, I took off early from work in order to get in the branch in time. I stepped into the branch at Sunnypark mall, Pretoria on Wednesday, 17 October 2018 around 2pm.

The woman that was alone in the branch at the time, looked annoyed by the fact that I have just stepped into the branch to complete my application. I have asked her some questions and before answering any of my questions, she sighed, and then answered. Hardly taking note or looking like she felt like working, she the proceeded to tell me that my application is not on the system and that I should come back the next day. I was quite annoyed due to the fact that I have taken off work early to go into the branch, I have been asssisted by someone who was not friendly at all and on top of that, she showed absolutely no empathy that I needed to come back in.

I then immediately phoned the head office number to complain about the service. The gentleman that I spoke to mentioned that my application is on the system and that I can actually email my documents, which is something I prefer. I have never been told this by anyone even though I asked if there was any other way that the documents can be submitted. The man then also raised a complaints and promised high and low that I will get a resolution on my complaint within 48 hours, which would have been Friday at 2pm for the latest, but I received nothing.

Friday, I received an sms stating that my application was declined which the woman from the sunnypark branch called and said that her request for it to be cancelled has gone through and I can come into the branch to the do the application again. I then explained that I will be doing it online as even over the phone call, she sounded like she has no will to work that day.

Saturday at 11:36am, I received an email stating that my complaint has been attended to but I have received no resolution.

My first experience has definitely been one of no customer service, giving me the run around and blatant lies. I will be referring this matter to the ombud.

Thank you.