PG
Poloko G
1 reviews | Active since May 2024
03 Jun 2024, 12:55
ABSA iDirect Customer Care Disappointing and Disrespectful
I was assisted on the 21st May 2024 to upgrade my iDirect policy which now covers my household items and vehicle. The consultant who assisted mentioned that my premium from the 31st of May 2024 would be R 1 279.33. To my disappointment I was debited R 1 900.07 without any form of explanation. I reached out to Absa today at 9:49am and I was not assisted. I called again at 12:28pm and was on hold for over 10minutes. Absa has not come back to me and this is quiet frustrating to say the least. The R 620.74 that was debited without my consent was saved for other commitments which I have to put on hold now due to the inconvenience that Absa has caused me. I have been an Absa client for over 25 years and for them to give me such treatment is disappointing and disrespectful.
Helpful (0)
Replies (5)0
Replies (5)
Absa Insurance Company Limited's replyOfficial
03 Jun 2024, 14:03Dear Poloko Gaborone Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically. The reference number to your complaint is C-***0. Kind regards,Group Customer CareRezona Louw
Absa Insurance Company Limited's reply03 Jun 2024, 14:03
Official
Dear Poloko Gaborone Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically. The reference number to your complaint is C-***0. Kind regards,Group Customer CareRezona Louw
Absa Insurance Company Limited's replyOfficial
05 Jun 2024, 14:08Dear Poloko Gaborone
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The reference number for your complaint is C-***0.
Kindly provide our office with your account or ID number by close of business 05 June 2024, to ensure effective investigation and feedback.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
T +11 ***
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The reference number for your complaint is C-***0.
Kindly provide our office with your account or ID number by close of business 05 June 2024, to ensure effective investigation and feedback.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
T +11 ***
Absa Insurance Company Limited's reply05 Jun 2024, 14:08
Official
Dear Poloko Gaborone
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The reference number for your complaint is C-***0.
Kindly provide our office with your account or ID number by close of business 05 June 2024, to ensure effective investigation and feedback.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
T +11 ***
We refer to your complaint posted on Hellopeter.
Please accept our sincere apology for any inconvenience caused.
The reference number for your complaint is C-***0.
Kindly provide our office with your account or ID number by close of business 05 June 2024, to ensure effective investigation and feedback.
Regards,
Rezona Louw
Specialist Case Manager: Social Media
Customer Value Management: Customer Care
T +11 ***
Absa Insurance Company Limited's replyOfficial
06 Jun 2024, 08:37Dear Poloko Gaborone Thank you for providing our office with the requested information.
Please refer to our email sent to your email address.
Kind regards,Group Customer CareRezona Louw
Please refer to our email sent to your email address.
Kind regards,Group Customer CareRezona Louw
Absa Insurance Company Limited's reply06 Jun 2024, 08:37
Official
Dear Poloko Gaborone Thank you for providing our office with the requested information.
Please refer to our email sent to your email address.
Kind regards,Group Customer CareRezona Louw
Please refer to our email sent to your email address.
Kind regards,Group Customer CareRezona Louw
PG
Poloko G's updateReviewer Update
01 Oct 2024, 11:44Dear Rezona Louw
I trust that you are well.
I received communication from VFV Attorneys, advising that the recovery process on my claim *** has been successfully completed and that I should follow up with my insurer regarding the refund of my excess. I have been calling the claims department and have not received any help of response on my query.
I called yesterday and was on hold for 7min 55 sec. I have been calling again since morning and these are the times I have either been on hold or talking with an agent which yielded no results:
1. 13 min 17 sec
2. 12 min 20 sec
3. 10 min 26 sec
I talked to Elizabeth, your agent who advised me that the legal department will contact me shortly after our talk and I have since been waiting.
To say that the service offering at Absa is appalling would be an understatement. A simple thing as an enquiry takes such a long time and there is not consideration of client's efforts at all. There are cost implications in reaching out to Absa, something that is being blatantly ignored. There is absolutely no respect for clients at Absa and it is a great concern to say the least.
Should I express frustration or cause havoc to get assistance? All I need to know is when my excess will be refunded as the claim was lodged in May and it is now October.
I look forward to your urgent response.
Regards.
I trust that you are well.
I received communication from VFV Attorneys, advising that the recovery process on my claim *** has been successfully completed and that I should follow up with my insurer regarding the refund of my excess. I have been calling the claims department and have not received any help of response on my query.
I called yesterday and was on hold for 7min 55 sec. I have been calling again since morning and these are the times I have either been on hold or talking with an agent which yielded no results:
1. 13 min 17 sec
2. 12 min 20 sec
3. 10 min 26 sec
I talked to Elizabeth, your agent who advised me that the legal department will contact me shortly after our talk and I have since been waiting.
To say that the service offering at Absa is appalling would be an understatement. A simple thing as an enquiry takes such a long time and there is not consideration of client's efforts at all. There are cost implications in reaching out to Absa, something that is being blatantly ignored. There is absolutely no respect for clients at Absa and it is a great concern to say the least.
Should I express frustration or cause havoc to get assistance? All I need to know is when my excess will be refunded as the claim was lodged in May and it is now October.
I look forward to your urgent response.
Regards.
PG
Poloko G's update01 Oct 2024, 11:44
Reviewer Update
Dear Rezona Louw
I trust that you are well.
I received communication from VFV Attorneys, advising that the recovery process on my claim *** has been successfully completed and that I should follow up with my insurer regarding the refund of my excess. I have been calling the claims department and have not received any help of response on my query.
I called yesterday and was on hold for 7min 55 sec. I have been calling again since morning and these are the times I have either been on hold or talking with an agent which yielded no results:
1. 13 min 17 sec
2. 12 min 20 sec
3. 10 min 26 sec
I talked to Elizabeth, your agent who advised me that the legal department will contact me shortly after our talk and I have since been waiting.
To say that the service offering at Absa is appalling would be an understatement. A simple thing as an enquiry takes such a long time and there is not consideration of client's efforts at all. There are cost implications in reaching out to Absa, something that is being blatantly ignored. There is absolutely no respect for clients at Absa and it is a great concern to say the least.
Should I express frustration or cause havoc to get assistance? All I need to know is when my excess will be refunded as the claim was lodged in May and it is now October.
I look forward to your urgent response.
Regards.
I trust that you are well.
I received communication from VFV Attorneys, advising that the recovery process on my claim *** has been successfully completed and that I should follow up with my insurer regarding the refund of my excess. I have been calling the claims department and have not received any help of response on my query.
I called yesterday and was on hold for 7min 55 sec. I have been calling again since morning and these are the times I have either been on hold or talking with an agent which yielded no results:
1. 13 min 17 sec
2. 12 min 20 sec
3. 10 min 26 sec
I talked to Elizabeth, your agent who advised me that the legal department will contact me shortly after our talk and I have since been waiting.
To say that the service offering at Absa is appalling would be an understatement. A simple thing as an enquiry takes such a long time and there is not consideration of client's efforts at all. There are cost implications in reaching out to Absa, something that is being blatantly ignored. There is absolutely no respect for clients at Absa and it is a great concern to say the least.
Should I express frustration or cause havoc to get assistance? All I need to know is when my excess will be refunded as the claim was lodged in May and it is now October.
I look forward to your urgent response.
Regards.
Absa Insurance Company Limited's replyOfficial
01 Oct 2024, 15:43Dear Poloko Gaborone Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically. The reference number to your complaint is C-***0. Kind regards,Group Customer CareRezona Louw
Absa Insurance Company Limited's reply01 Oct 2024, 15:43
Official
Dear Poloko Gaborone Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically. The reference number to your complaint is C-***0. Kind regards,Group Customer CareRezona Louw