WORST CUSTOMER SERVICE

I would hereby like to express my frustration about the poor service I am currently receiving with I-Direct Insurance I took out with ABSA.During the course of last week, I received a call from ABSA telling me about this discount deal they have on their insurance with a monthly installment of R545.58 and access of R3000.00. At this time, I was still with my previous insurer. I was very impressed with this deal, seeing that the access is so low. We finalized everything and all I had to do was cancel my insurance with my insurer at that time. I did my part and cancelled everything. My debit order date was set for the 25th of each month. Therefore, the 1st payment was supposed to take place on the 27th, seeing that the 25th of October 2025 was on a Saturday.

Monday (27/10/2025) – My 1st call to ABSA about the debit order not going off from my account. The consultant assured me that the debit order will take place during the course of the day, and that everything is in order.

Wednesday (29/10/2025)- No debit order was taken from my account. Now this was when I started to get worried. I called ABSA I-Direct expressing my frustration about the poor service I have been receiving. I will list the issues experienced with several consultants.

With the insurance I took out two add on’s (wheel and tyre + scratch and dent). When I took this out, the consultant confirmed that the wheel and tyre is R158.00 and the scratch and dent is R150.00. Therefore, my total should be R545.58+R158.00+R150.00= R853.58. While on the phone with one of the consultants, she said that the monthly installment for the insurance is R909.00 on my profile. I was so confused with this amount and very frustrated at this time. Apparently, the discount was not given, and it had to be sent back for the discount to be app****. The consultant insisted for the debit order to continue and when corrected, they will then reimburse me with the difference. Why would they want to take the wrong amount from my account, something that was not sold to me just to pay me back the money. Why not just correct their mistake????

Furthermore, no one can explain why the wheel and tyre add on is being debited with my car finance????? No one informed me that the add on’s will appear on my monthly statement for my car? Why is this even happening? This is totally different payments!!! To top everything, the consultant who completed my add on’s applications made the first debit order date for the wheels and tyre on the 25th of October 2025 and scratch and dent for 25th of November 2025. The advice I received from this department is to cancel both applications and apply again to avoid payments being debited with my car finance. Why must I start this process again??? Everything that was done with my insurance was done wrong, this is all administration problems within I-direct.

I have also been sending emails regarding the self-inspection for insurance. I do not receive an SMS to do any verification, but all I have been receiving is automated responses!!!!

In one day, I have spoken to 10 consultants, using my airtime. The consultants ALL promised to call me back, and no one did. Is this what will happen or service I will receive when claiming???? All of them have given my different scenarios of WHAT THEY THINK MIGHT HAVE HAPPENED. This is totally unacceptable, I want all corrections done to my insurance. The add on’s should not appear/ be debited with my car finance. Both add ons should have started 25th of October 2025. The discount should be app**** to my insurance, I want this done by TODAY! I am disgusted with this poor service I have been receiving.