Disgraceful service from ABSA

ABSA, Ford Credit

You currently have zero service to clients who have vehicle accounts with you.

Through their horrific service absa have probably compromised my reputation with the credit bureau.

Applying for car payment holiday.

1st attempt at applying via sms self service for car payment holiday mid April 2020 , no response at all.

2nd application via sms again as a follow up end April 2020, no response again

3rd application via email ***ica 25th May 2020 , no response

4th attempt May 2020 to call ***, escalated to team leader , no response following. No notes taken either to attach to my account profile.

5th attempt end May 2020, call ***, escalated again to team leader , advise asked to agent regarding should my June 1st debit order bounce due to my financial position , what are the consequences . Call centre representative assured me no credit bureau negative consequences due to arrears of payment while they deal with Covid relief and payment holiday applications. No further feedback on my application received to date.

6th attempt again in May I called ABSA to ask advise on how to stop my debit order with ABSA as I can't afford to let it go off 1 June 2020, as the consequences would cause other debit order to bounce. Call centre representative advised me to stop the debit order for 3 months (June,July & Aug ) Still no feedback on my application to ford credit.

7th follow up June 2020, Ford Credit called to inform me of my outstanding balance on my account. I explained the process I had already been through to apply for payment relief. Escalated by agent again. No further communication received from ABSA.

8th attempt July 2020, Ford Credit called again to follow up payment arrangements for outstanding arrears of 2 months , explained again , escalated again. No further feedback received.

9th follow up , 16 July 2020 email sent confirmation of my payment relief application to ABSA agent ***ca , agent took notes and escalated to her team leader yet again. No response on this query received to date.

10th follow up 17th,18th and 24th Aug from Mr Hennie van Niekerk to reposes my vehicle in question. Called ABSA to stop this action from taking place , after several hours of calling and two days , and being passed around I got hold of ABSA agent to update their system so that Hennie van Niekerk could call off the repossession of my vehicle. I asked what can i do further , absa agent Leboeng instructed me to wait for feedback from team leader, sent her email with all correspondence to ***

11th , I follow up today 26th Aug 2020 through call centre ***got cut of several times, agent never calls back when cut off half way through conversation, must go through entire automated process to get to a new agent +- 2-5 min each time, again absa agent escalated to team leader with trail of notes and paperwork attached . Also cc'd the last agent Leboeng into her email.

Now I wait again, 4 month down the line still not a single reply on my application , either sucessful or declined.

Still no payment relief offered, and i still must answer Hennie van Niekerk so he is informed whilst Absa does not inform me.

Very very frustrating , I will never use absa bank again. Considering I have been their client for several years on both vehicle and home loan and never missed a payment. By choice I will never use absa financial services again.

Regards Russell Clayton