Poor Client service and incompetency

In April last year I took car insurance with Absa i-direct since for my Kia Rio and every thing was fine until December when I traded in my Rio.

I phoned on the 11th December Absa i-direct customer service and requested cancellation for the Kia Rio and for the new Vehicle to be added. Kelebogile Lesunye was the consultant who assisted me she confirmed that the Kia Rio will be removed from my insurance at Midnight and she has added the vehicle that I was taking delivery off and she was going to send me the updated insurance schedule and she will call me back or send me an email to confirm the credit due to me for the Kia since i had paid for the full month of December. She gave me the prorata figure for the new vehicle which was going to be debited on the 30th December with Jan premium.

I took delivery of my new Vehicle on the 13th December 2019 and the only document i had with me was the the letter confirming that my new vehicle was insured and the schedule was going to follow. I waited for her call and email and she did not get back to me. I then tried to call her and sent her emails which she kept on saying she was waiting for finance to confirm the money due to me.

I kept on sending her emails requesting an updated and some times I will get a response or she will call me and say she is till waiting for the Finance department and she will call me back.

On the 30th December a debit when out of R4822 and it was return as I had R4218 in my account. I phone Kelebogile and also sent an email. At first she said it was maybe a car Finance and I told her that my car is not finance by them I only have a bond, life cover and car insurance with Absa not vehicle finance. She said she was going to to check with Finance and get back to me. I also reminded her about my schedule and the cancellation letter for the Kia Rio.

2 days later Kelebogile phoned me and told that there was a mistake the Rio was not taken out out from my insurance hence the reason they tried to debit R4822. She was going to put me on hold whilst trying to sort out the problem after an hour on the phone with her she told me that they were going to refund me +-R1700 and arrange force debit for Jan Premium and the prorate value and the figure was +-R3200.

I received the funds and send her an email asking her when they will debit, my husband as well tried to phone her and Finance. She phoned me back and again she need the finance to department to schedule the debit and she told that she was going to Maternity Leave and she wanted everything sorted out before she goes. However the Finance department didn't do their part until she when on Maternity Leave.

On the 30th Jan they debited R6882 in rage I phoned I was transferred to finance and I was on hold close to an hour until my airtime finished. I phoned again and Spoke to Nadine Van Kradenburgh an told that she was going to phone me back in an hour. I didn't receive a call from her, I sent her a follow up mail asking what is happening. She responded and said she tried to call me and the call didn't get through and the amount debited was the R4882 and 2 months premiums. I responded to her and sent her all email conversation I had with Kelebogile and also told her to listen to the phone recordings and she didn't respond to me.

I phoned again and I was assisted by Linda Ngwenya and spent close to an hour with him on the phone trying to sort out my policy. He said can see the error on the and he needed to speak to his manager and get authorization.

Yesterday the 03 Feb I phoned again, got through to Nadine and according to her everything was fine on my Policy which made me more upset as I sent her all email and gave financial break down but still she didn't see any thing wrong. if your premium is R1873.51 and you take your policy on the 13th December, on top of that you add Jan and Feb premium does it add up to R6625.

I have wasted lot of air time and still have not received clear answer