Complaint against Absa's insurance department and Buster Plumbing services

Evening. I would first like to start by apologizing for writing this email at this time of night, but I simply could not wait any longer. I'm am deeply saddened by the treatment I received from both Absa's insurance department and the repair company that is Buster Plumbing.

I am based in Sebokeng Zone 12. And yesterday, on the 9th of July, I rushed to the Absa branch at Thabong Shopping Centre in Sebokeng to report a matter regarding my Geyser, after receiving a call from home saying a pipe had burst and water is pouring out. They asked me to use their phones to contact the insurance department. I called and I was appointed a plumber and I was told to wait for 3 to 4 hours for them to arrive at my home. I then went home to wait for them, while the water was still flowing out everywhere outside. I waited and waited but no help came for me and we spent the night with the water running endlessly.

Today, on the 10th of July, I woke up and called the plumber I was appointed from yesterday. I wasn't even halfway through explaining my situation, he cut me off and told me that he was simply too busy and he said quote "I have 50 jobs. I can't come there" and so he continued to say that we must call back at the insurance department and ask for another plumber. Which we did...and they appointed a second plumber. We called the second guy and he said, he doesn't know when they will be done. BUT that was only his first reason of many. This would be around 10 o'clock. At this point I had decided that I'm no longer going to work. To which I asked for a letter to take to work. Till now since they left I haven't received it.

I waited, waited and waited for him to get back to me but he didn't. I called later in the day about 4 or 5 times to find out where they are. And still they couldn't give me a specific time. Until I finally reported the matter on the actionline for Absa. At about 5 o'clock I called again and he then decided to tell me that he was lost, I directed him, but still nothing. As I started to express my grievances to him. He then told me that the actual problem is that his boss doesn't like coming into certain areas, our area being one those that his boss doesn't really favor. After a long back and forth of me begging for help for like an hour, he finally agreed that they will come.

We waited from 5 o'clock. 19:30 was when they finally arrived...in the biggest rush...they guy in charge immediately demanded his money which we sent. Then we went on to try to explain how and where the pipe burst. And also we explained to them how the problem started and what might have been the cause of the burst. Specifically the guy who was working paid no attention to anything I was saying. He never checked for any faults of what might have caused it. He refused to check the affected parts around the house. Instead he pulled out a piece of pipe and just joined to punctured part of the old pipe, after I repeatedly explained why things turned out like they did.

And then after joining only a pipe I had to pay R1000 which I find unfair since they didn't do a thorough service. Most of the things they couldn't even look at since they arrived at night. I do believe that the little work that have done today has done nothing to fix the bigger issue we were facing and that the pipe will still burst like before. And seeing that it's a struggle to only have them come help. I have no idea what I will do. Although they did mention that there was a part required for them to install, they never kept to their word. End up not installing it

After this ordeal. I do really wish to cancel my insurance with Absa because it is no help to me. I struggled for an entire 2 days with water pouring out from my Geyser. They didn't even care to check the damage the water has done so far. My heart really bleeds from the treatment I received from yesterday. And I feel that I paid for a service that was not really delivered.

I believe my heart would only be settled and satisfied if I received a proper repair done to my Geyser because it is not fixed, and my R1000 to be worth something. I request a redo for my geyser.

It's sad because I have been paying this insurance for 14 years and have been a client for Absa for 24 years. This is not the kind of service I would expect from such a respected, trusted bank.

Information to my case is as follows: Name and Surname:Ginny Mponeng Khoabane ID: *** Claim number: 435776 Case reference: C-***7 (From when I reported the matter) Contact details: *** Alternative no: ***

Information the the company: Buster Plumbing Contact details: ***