Unsatisfactory Service

On 7 Oct 2024 I called Absa insurance to log a 3rd party claim as one of their clients had drove into me. I spoke to Lerato Sekgaolelo who was very helpful and provided me with the requirements. On the 17th of Oct I provided all requirements and she confirmed my case has been assigned to Zweli Mashele who is under QMB and Associates who should get in touch with me within 60 days. On the 21st of Oct he reached out requesting for the additional requirements which I sent on the 22nd of Oct and he confirmed receipt. I followed up on 9 Dec 2024 and he confirmed that the validation is still underway. Fast forward 17 Mar 2025 I got confirmation that the claim was approved and settlement offer provided. Same day, I returned the signed form with bank details and he confirmed on the 21st as received and that was the last I heard from him. On the signed form it stated payment takes 21 working days. Taking into account weekends and public holidays, today marks 25 working days and I am now stranded without a car due to their inconvenience. I have been following up from 16 Apr and he has not gotten back to me till this day. When I call his office he's never available and today he's away from his desk on lunch as mentioned by his rude colleague Tshepo who blatantly stated that I am free to escalate this to the ombudsman. A big company like Absa should not be associating themselves with a company that lacks to provide basic client service experience, I am quite disappointed to say the least. All I wanted was feedback on the progress of the payment, but instead I am being given the run around. Breach of SLA is something that should be taken extremely seriously when working with clients. I would've loved to come here with a better review as it started off smoothly... As it stands, no one has provided feedback still and the my car is still withheld.