Urgent Escalation – Ongoing Refund Dispute

This is now the third time I am reaching out regarding this matter, and I must express that I am extremely frustrated and, quite frankly, feeling hopeless due to the continuous back and forth with ABSA regarding my refund — an issue that dates back several months. To reiterate, I purchased a vehicle and took out insurance with ABSA on 22 February 2025. On 24 February 2025, I followed the instructions of an ABSA representative and sent a cancellation email (to the address provided by the same representative), including the required proof of a new insurance policy. I received an automated response, which led me to believe my cancellation request was being processed. However, to my shock, a debit still went off — meaning I was now paying for two insurance policies. I called ABSA in March, hoping to resolve the matter, but received no real assistance, just being passed around from one person to another. I even sent a follow-up email, yet in April, another debit went off. This raises a serious concern: Why are customers directed to send emails that are either ignored or not followed up on? What is the point of an automated response if no one attends to the actual query? Eventually, I managed to speak to someone in April, who unfortunately handled the situation in a rude and dismissive manner. I was forced to explain the entire history once again, and the cancellation was finally actioned — far too late. Now I am being told that I am only eligible for a single refund because the policy was only cancelled in April. That delay was not my fault. I did everything that was expected of me: * I sent the cancellation request timeously, * I included proof of alternate cover, * I made follow-up calls and emails, * and I endured poor service and unacceptable treatment along the way. Yet, I am still being penalised for ABSA’s lack of response and poor internal processes. I am now being asked to resend emails that I no longer have access to, as my phone automatically deletes old emails. With all due respect, those emails should be traceable on ABSA’s own system — surely this is the very reason correspondence is logged. It is now July, and this matter is still unresolved. I truly fail to understand what is so difficult to grasp about this situation or why it’s being dragged out for this long. Please contact me directly to resolve this, as I no longer find email communication effective or productive. I trust this matter will finally receive the attention it deserves.