********** deductions, complete lack of response, poor customer services

Having reviewed my insurance cover, various items were removed from the scope of the policy in April 2018. In acknowledgement, ABSA sent a policy review letter along with the amended premium for the policy. I then noticed that the debit order by ABSA was not in line with the premium detailed in the letter. ABSA had unilaterally reinstated the items removed, and increased the premium back to what was in place before the removal of the items, This without consultation.

When I raised this with their customer services, they initially did not acknowledge the compliant. I had to call them to find out if they had received it. Only a month later did they respond, the response detailing only the premiums deducted and did not at any level try to deal with the content of the complaint.

Two and an half months later, 5 phone calls and as many mails. ABSA are still contesting that they have even received a complaint or escalated such to their complaints division. I have specifically requested the voice call files for all calls with them, predictably, these have not been forthcoming. You make up your own mind if you would place business with ABSA.