Bad Service and TCF

I am writing to formally lodge a complaint regarding unacceptable conduct and serious breaches of trust by your insurance consultants.

On 1st August, I was contacted by a consultant offering car insurance and building structure insurance. When I requested to speak to his manager, Anathi, I was met with rude and unprofessional behavior. This interaction was completely unacceptable and did not reflect the standards I expect from ABSA. Consequently, I declined to take out any insurance plan at that time. On 4th August, another agent, Sibusiso, contacted me regarding car insurance. I insisted on speaking to his line manager and explained the previous negative encounter with ABSA. The manager assured me that an investigation would be conducted and that Anathi would contact me with an apology.

Following this, I agreed to take out three insurance plans — car, building, and contents — with Sibusiso. I provided two IMEI numbers for the cell phone coverage but did not have the remaining two at the time and requested that Sibusiso call me back at 3 pm.

Despite this, a policy was created without my explicit approval or authorization to debit my account. Sibusiso did not follow up to obtain the remaining IMEI numbers as agreed. This unauthorized action is unacceptable and constitutes a breach of trust. It appears the policy was pushed through for the agent’s benefit, not mine as the client.

I demand a full investigation into this matter, a formal apology from Anathi, and immediate corrective action regarding the unauthorized policy.

This kind of conduct is not only dishonest but also completely contrary to the service standards ABSA claims to uphold.