POOR SERVICE DELIVERY AT ABSA IDIRECT

I called Absa Idirect on Monday 11 November 2024 after receiving about 44 sms about my insurance stating that I must call you immediately.

I spend 6 hours with the Idirect on the telephone on Monday.

I first spoke to a lady called Jabu who was totally *********** to assist me, she also stated that she was working from home, as I could hear how someone was shouting at some children to shut up.

Then she transferred me to a guy for a review of my policy by the name of Theo.

I spoke to Theo who assisted me with my policy and reduced my policy to the amount of R3981.47.

He stated that I was now in credit because he changed everything. He send my my confirmation email to state the same. Meaning he send me an email to confirm my new details on my policy.

We also made some changes regarding date of birth and ID numbers which they had wrong.

Much to my surprise I received another policy update from the same guy stated that my premium is now suddenly R4500-01 although just the previous day I received my policy update.

Then to my surprise I was debited the amount of R371.17 for outstanding fees on my policy. I also asked Theo to immediately pay back the amount as I did not agree to any money be taken from my account. He said it is not possible it will take up to 7 working days.

I called this morning 15 November 2024 and after holding on for 1 hour I spoke to Theo who said he just woke up and was shocked about the situation.

Then I asked how we can rectify this. He said he tried to call his senior manager who was probably busy shopping (his words).

I also informed him that a lot of information was lost on my policy. He said he did not know what to do.

I held on for almost 2 hours when he started insulting me about my age and my race.

I then said I need this resolved today - he then put the phone down in my ear. I tried for another 3 hours to get hold of anyone at ABSA Idirect. It is now 12:38 and I am still battling to get hold of them.

They just put me on hold and then they dropped the call.

I need your urgent assistance in this regard.

I am a client of ABSA for the last 32 years and did not expect any special service. I just wanted someone to assist me.