Absa Home loan disappointment

I am writing this with a heavy heart and deep disappointment in the way Absa Home Loans has treated me during one of the hardest times of my life. In June this year, my husband suffered a stroke. He spent 7 weeks in a rehabilitation center and still attends weekly sessions as part of his recovery. He has not been able to return to work since then. As the sole breadwinner, his absence has left our family under immense financial pressure. On top of that, we have three children in school to care for, while I try to hold everything together on my own.

During this crisis, I turned to Absa Home Loans for support, expecting compassion, professionalism, and guidance. Instead, I have been met with frustration and neglect. I have called more than five times, only to be transferred from one department to another, with no one able to give me real answers. Every time, I am told the same thing: “You don’t have insurance.” Yet, my monthly home loan payment clearly shows that I am paying for “insurance.” When I questioned this, I was told it is “not the right type of insurance.”

This makes no sense to me. How can Absa approve a home loan without ensuring that the correct insurance is in place to protect families in situations like mine? And why has no one taken the time to properly explain or guide me, despite my repeated calls? Instead of finding solutions, Absa has left me abandoned, confused, and carrying even more stress than I can handle.
The impact of this experience has been devastating. At a time when I should be focusing on my husband’s recovery and the wellbeing of my children, I am forced to fight with my own bank for answers and support. The emotional toll has been unbearable — sleepless nights, anxiety, and the constant fear of losing the security of our home.

Absa, you have failed my family when we needed you most. I am pleading with you to show compassion and accountability. I request that a senior manager urgently reviews my case and contacts me directly to resolve this matter. No family should ever feel abandoned by their bank in the middle of a medical and financial crisis.