Three months outstanding geyser claim with Absa and ITU Assist

I am at wits end with Absa Bank Insurance and ITU Assist.

I logged a geyser insurance claim on 26 January 2023 and spoke to Sishoko who then told me that a plumber would make contact with me.

Brian, who represented ITU Assist, then contacted me and we set up an appointment for him to inspect the geyser on Friday, 27 January 2023. He inspected the geyser and informed me that there is a leak and that he will write a report for Absa. Absa would then make contact with me with the plan of action and if I should accept the report we (Brian and I) would then set up an appointment.

On 2 February I followed up with Absa after receiving an SMS that my case was assigned to Sheila Courtney Ramphoko with number ***. I eventually spoke to Julia as Sheila was not available and she told me that ITU Assist would contact me.

On 3 February I spoke to Zanele and to Johan from ITU Assist who informed me that the element, thermostat and valve of my geyser needed to be replaced and that I would have to pay R500 in excess. Goodman (also of ITU Assist) then contacted me on the same day at 17h10 telling me that Brian told him that the geyser needed to be replaced. Brian then contacted me and apologised for the mix-up, but the geyser needed to, indeed, be replaced. As it was on a Friday afternoon and I had things to do, I then told Goodman that I would contact them the following week to set up an appointment.

On 6 February I contacted ITU Assist and couldn't get hold of them. I then followed up with Absa again, but no joy.

On 17 February I contacted ITU Assist and spoke to Martha, who said I should speak to Johan (manager) and then tried to get hold of Brian and Goodman...in fact, all the numbers that I had and I couldn't any reply. I only spoke to Martha at ITU who could not help me.

I phoned again on 24 February, 3 March and 31 March.

It is really frustrating, because I am at work and we were in our bussiet season of the year and I had to spend my time explaining the same story to different agents over and over again.

The last agent that I spoke to on 31 March assured me that he would send a message to ITU Assist and then also follow up with me himself, which he NEVER did. ,

I have even given Absa an alternative number to give to ITU assist as they claim that they cannot get hold of me at times...yet they never leave a message for me to call them back and when I do try and call them back I also struggle to get hold of them.

It's the 17th of April...almost 3 months that we have to live with boiling water in a kettle to wash and to wash the dishes because our geyser is not working.

Why is Absa still making use of ITU Assist? There are so many Hello Peter complaints concerning ITU Assist, but Absa just carries on making use of them.