Absa iDirect POOR SERVICE

I have had a very terrible experience with Absa !Direct, specifically the cancellations and refund department. Please see the email I sent them below to understand the full story.

“ Good afternoon,

I hope this email finds you well.

I am highly unpleased with the service I’ve been receiving at Absa iDirect for the last 3 months. My car was declared a write off in September and I even signed the total loss agreement, the following months my money was still deducted from my account as the policy was still in effect.

I called Absa IDirect to let them know that they’re still debiting my account for an asset that has been declared a write off, requested that they please cancel the policy and refund my account. They told me that they’d do so, they did cancel and I didn’t receive my refund. I had to call again to follow up and that’s only when they let me know that the refund was unsuccessful because they logged in the wrong termination date, a fault on your end, they apologised and assured me they’d make the changes and the amount would be refunded in the following week.

The following week went by and I still got nothing, not even a call or email to explain to me what’s the hold up now, I had to call again. I did that and they told me they were waiting for their manager to approve and they were not available at that moment but assured me that once the manager is around they’d process the refund. I waited for their given time and still nothing happened, this was now in December. I kept calling, holding for long minutes on the phone without reaching a person, I called in so many times with my airtime following up and still receiving countless stories as to why the refund hasn’t went through.

I am super frustrated now as I have used a lot of my time to follow up on such a simple task and I used up my money as well to keep purchasing airtime only to hear the same thing. At this point I wouldn’t even recommend Absa idirect services to anyone, I am really not pleased with the service I am receiving and I would like to escalate this matter to management.

I have decided to write an email as I feel like this matter is not prioritised, this is a big inconvenience for me because I had plans to execute with the money. I don’t like the fact that I have to chase so much and plead to receive my money back.

The latest people who have been assisting with this matter are Makona and Jabulile but every time I call, I can’t get a hold of them . I noted that Absa states that all calls are recorded and could be requested for if need be, you may even listen to the recorded calls to see and hear how many times I called Absa IDirect without having my issue resolved.

I hope this email does not go unnoticed because I am really not happy with the service I am receiving and I am willing take further action if required.

Please resolve this matter and let the next customer experience be better than mine because this is really disheartening.

Best wishes, ”

Days later and they still haven't responded to my email. I even went to the branch to call in yesterday and I was on the line for over 2 hours without having my issue resolved. I'm very disappointed in their services. I fail to understand how they would drag such a simple task, they are proving to be very ***********. They are still debiting my account and I need this to stop.