ABSA Life /complaints closed my complaint without resolving material contradictions

I am raising this complaint publicly after exhausting ABSA Life’s internal claims, complaints, CRC and escalation channels.

My Credit Life claim was initially declined by Absa Life on the basis that the policy lapsed due to non-payment of premiums (decline letter dated 31 December 2025).

I disputed this decision after providing ABSA statements clearly showing that Credit Life premiums were charged and accepted for several consecutive months, including May 2025.

During the complaints process, ABSA Life then changed its position, stating that no Credit Life policy was linked to the account, which directly contradicts the original decline reason (a policy cannot “lapse” if no policy existed).

I further raised concerns that:

No lapse or cancellation notice was ever communicated to me

Credit Life premiums were charged without a clear contractual basis

Policy documentation re**** upon by ABSA is addressed to a different individual’s name, raising concerns about record accuracy

Despite formally escalating these issues to the Complaints Resolution Committee and Complaints Escalations, ABSA Life closed my complaint without addressing these contradictions or providing a reasoned response.

I am seeking:

A proper review of my claim based on accurate records

A clear explanation for premiums charged where ABSA now alleges no policy existed

Clarification on why my complaint was closed without resolving these issues

I am asking ABSA Life to engage constructively and resolve this matter fairly.