GG
Grace G
1 reviews | Active since Jul 2022
26 Jan 2026, 13:12
Cash Back Benefit - Not Paid As Promised
Dear Absa Life
I am writing to formally raise a concern regarding the once-off cash back benefit associated with my life cover policy. According to my policy contract:
“After successfully collecting 6 consecutive monthly payments from a Retail Absa Bank account or a Private Individual Retail Absa Bank account that meets the criteria above, we will give you the cash value equivalent of your first 3 monthly payments as a once-off cash back benefit.”
I have completed all the stated conditions: 6 consecutive monthly premiums have been successfully deducted from my Absa account, with the sixth premium collected last week. Despite this, I was informed that “additional verifications” are required before processing the cashback.
I wish to highlight that the contract does not stipulate any additional verifications beyond the collection of 6 consecutive payments. As such, the delay in releasing the agreed-upon cash back is not justified by the policy terms.
Frankly, this delay raises serious concerns regarding Absa’s ability to honor the full insured amount on my life cover. If the bank is causing difficulties in paying R1,200, I have legitimate doubts about whether the promised R3,000,000 life cover would be paid without unnecessary complications.
I therefore request that Absa honor the contractual obligation and process the once-off cash back payment immediately. I also request written confirmation of the date by which I can expect to receive the payment.
Please treat this as a formal complaint. If the issue is not resolved promptly, I will escalate it to the Financial Sector Conduct Authority or the Ombudsman for Banking and Insurance.
I look forward to your swift resolution.
Kind regards, Dissapointed Customer
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Replies (10)0
Replies (10)GG
Grace G's updateReviewer Update
26 Jan 2026, 16:33I have just received a call from Zandi N from Absa, and I am extremely concerned by both the content and the manner of this interaction.
At the time of the call, it was unclear whether Zandi was speaking in a personal capacity or as a representative of Absa, as the tone and responses were highly unprofessional. Certain interactions leave one genuinely shocked, and this was one of them.
My query relates to the cashback benefit outlined in the Absa Life policy contract that was sent to me. The contract does not state anywhere that the cashback is subject to a lengthy internal verification process or that payment is made at Absa’s discretion or “at their own time.”
The contract clearly states the following:
“After successfully collecting 6 consecutive monthly payments from a Retail Absa Bank account or a Private Individual Retail Absa Bank account that meets the criteria above, we will give you the cash value equivalent of your first 3 monthly payments as a once-off cash back benefit. This benefit will only be paid if the policy is still active. You will only qualify for this benefit once.”During the call, I was informed that Absa pays the cashback only when it suits them, and I was further told, “we don’t expect a call from you.” These statements are not only inconsistent with the written contract but were communicated in a manner that was dismissive and inappropriate.
Such language and attitude create the impression that Absa is operating informally rather than as a regulated financial institution. I find it unacceptable that a bank representative would address a client in this way.
GG
Grace G's update26 Jan 2026, 16:33
Reviewer Update
I have just received a call from Zandi N from Absa, and I am extremely concerned by both the content and the manner of this interaction.
At the time of the call, it was unclear whether Zandi was speaking in a personal capacity or as a representative of Absa, as the tone and responses were highly unprofessional. Certain interactions leave one genuinely shocked, and this was one of them.
My query relates to the cashback benefit outlined in the Absa Life policy contract that was sent to me. The contract does not state anywhere that the cashback is subject to a lengthy internal verification process or that payment is made at Absa’s discretion or “at their own time.”
The contract clearly states the following:
“After successfully collecting 6 consecutive monthly payments from a Retail Absa Bank account or a Private Individual Retail Absa Bank account that meets the criteria above, we will give you the cash value equivalent of your first 3 monthly payments as a once-off cash back benefit. This benefit will only be paid if the policy is still active. You will only qualify for this benefit once.”During the call, I was informed that Absa pays the cashback only when it suits them, and I was further told, “we don’t expect a call from you.” These statements are not only inconsistent with the written contract but were communicated in a manner that was dismissive and inappropriate.
Such language and attitude create the impression that Absa is operating informally rather than as a regulated financial institution. I find it unacceptable that a bank representative would address a client in this way.
GG
Grace G's updateReviewer Update
27 Jan 2026, 09:40It is disappointing that your representative repeatedly stated yesterday that she would send me an email confirming what was discussed verbally. As of today, I have still not received that email.
GG
Grace G's update27 Jan 2026, 09:40
Reviewer Update
It is disappointing that your representative repeatedly stated yesterday that she would send me an email confirming what was discussed verbally. As of today, I have still not received that email.
GG
Grace G's updateReviewer Update
27 Jan 2026, 12:33She further advised that payment would only be made on 24 February, being the seventh month, which resulted in a lengthy discussion regarding how the months are calculated.
My understanding is as follows:
- The calculation should commence from August, being the month in which the first premium was deducted.
- Premiums were deducted from August through January, which constitutes six successful premium payments.
- The policy wording clearly states that payment is due after six successful premiums.
Your representative, however, maintained that payment is only made in the seventh month, which does not align with my interpretation of the contract. During this discussion, she stated of her own accord that she would send me an email confirming what she was verbally advising. To date, I have not received that confirmation. She further indicated that such correspondence could be attached to a referral to the Ombudsman, which is what I intend to do.
GG
Grace G's update27 Jan 2026, 12:33
Reviewer Update
She further advised that payment would only be made on 24 February, being the seventh month, which resulted in a lengthy discussion regarding how the months are calculated.
My understanding is as follows:
- The calculation should commence from August, being the month in which the first premium was deducted.
- Premiums were deducted from August through January, which constitutes six successful premium payments.
- The policy wording clearly states that payment is due after six successful premiums.
Your representative, however, maintained that payment is only made in the seventh month, which does not align with my interpretation of the contract. During this discussion, she stated of her own accord that she would send me an email confirming what she was verbally advising. To date, I have not received that confirmation. She further indicated that such correspondence could be attached to a referral to the Ombudsman, which is what I intend to do.
GG
Dear ************
Thank you for raising your concern with us and allowing us the opportunity to investigate and resolve your case. I have received your case and giving it my full attention. For any future correspondence regarding your case, please quote the following reference number: (C-***6).Our case handling procedure is as follows:The case has been assigned to me and I will investigate and consider all relevant information.I will provide you with feedback as to the progress on your case in at least 2 to 3 working days.Please note that the time that it will take to resolve your case depends on the complexity of the matter.You will be notified of the outcome of the investigation and final decision ASAP.I do apologise for any inconvenience that may have been caused and would like to assure you that we will provide you with the best quality service at every step of the way.If you would like to contact me, please feel free to give me a call on or reply to my email with the same subject line.
Regards Unwanted Emails - Business Admin
Grace G's updateReviewer Update
12 Feb 2026, 13:52This is the response from ABSA. I keep getting this email each time I send an email following up on the status of the " promised cash back", and this time the person responding made sure to say that my email is not wanted. I find it hard to believe that a global bank can have such poor customer interaction. I don’t think any sensible customer can keep a serious product like life cover with this bank. The chances of getting the promised payout are nil.
From: Group Customer Care Pre Ombudsman <***>
To:
Sent: Thursday, February 12, 2026 at 01:22:59 PM GMT+2
Subject: RE: PROGRESS ON YOUR COMPLAINT – (C-***6 ref:!00D1r01GluM.!500Si0SNFsq:ref)
Dear ************
Thank you for raising your concern with us and allowing us the opportunity to investigate and resolve your case. I have received your case and giving it my full attention. For any future correspondence regarding your case, please quote the following reference number: (C-***6).Our case handling procedure is as follows:The case has been assigned to me and I will investigate and consider all relevant information.I will provide you with feedback as to the progress on your case in at least 2 to 3 working days.Please note that the time that it will take to resolve your case depends on the complexity of the matter.You will be notified of the outcome of the investigation and final decision ASAP.I do apologise for any inconvenience that may have been caused and would like to assure you that we will provide you with the best quality service at every step of the way.If you would like to contact me, please feel free to give me a call on or reply to my email with the same subject line.
Regards Unwanted Emails - Business Admin
GG
Grace G's update12 Feb 2026, 13:52
Reviewer Update
This is the response from ABSA. I keep getting this email each time I send an email following up on the status of the " promised cash back", and this time the person responding made sure to say that my email is not wanted. I find it hard to believe that a global bank can have such poor customer interaction. I don’t think any sensible customer can keep a serious product like life cover with this bank. The chances of getting the promised payout are nil.
From: Group Customer Care Pre Ombudsman <***>
To:
Sent: Thursday, February 12, 2026 at 01:22:59 PM GMT+2
Subject: RE: PROGRESS ON YOUR COMPLAINT – (C-***6 ref:!00D1r01GluM.!500Si0SNFsq:ref)
Dear ************
Thank you for raising your concern with us and allowing us the opportunity to investigate and resolve your case. I have received your case and giving it my full attention. For any future correspondence regarding your case, please quote the following reference number: (C-***6).Our case handling procedure is as follows:The case has been assigned to me and I will investigate and consider all relevant information.I will provide you with feedback as to the progress on your case in at least 2 to 3 working days.Please note that the time that it will take to resolve your case depends on the complexity of the matter.You will be notified of the outcome of the investigation and final decision ASAP.I do apologise for any inconvenience that may have been caused and would like to assure you that we will provide you with the best quality service at every step of the way.If you would like to contact me, please feel free to give me a call on or reply to my email with the same subject line.
Regards Unwanted Emails - Business Admin
GG
Grace G's updateReviewer Update
12 Feb 2026, 16:21Those people have not resolved the matter. They are the same people who said my email was unwanted, so I don’t understand how referring the matter to them is going to help. ABSA Bank is pathetic. FNB may be expensive, but their service is exceptional compared to yours. All I need now is for my premiums to be reversed so that I can move my cover to a provider where I can receive the service and satisfaction I expected, not this.
GG
Grace G's update12 Feb 2026, 16:21
Reviewer Update
Those people have not resolved the matter. They are the same people who said my email was unwanted, so I don’t understand how referring the matter to them is going to help. ABSA Bank is pathetic. FNB may be expensive, but their service is exceptional compared to yours. All I need now is for my premiums to be reversed so that I can move my cover to a provider where I can receive the service and satisfaction I expected, not this.
GG
Grace G's updateReviewer Update
13 Feb 2026, 13:39 Absa’s slogan is “Your story matters,” yet their actions tell a completely different story. When I’m told my call is not expected or my email is not wanted, it’s clear that my story does not actually matter to them.
This exposes a gap between the words they promote and the way they treat customers, a classic case of saying one thing and doing another. Their slogan rings hollow when the organization consistently fails to live up to it.
Whose story matter?
This exposes a gap between the words they promote and the way they treat customers, a classic case of saying one thing and doing another. Their slogan rings hollow when the organization consistently fails to live up to it.
Whose story matter?
GG
Grace G's update13 Feb 2026, 13:39
Reviewer Update
Absa’s slogan is “Your story matters,” yet their actions tell a completely different story. When I’m told my call is not expected or my email is not wanted, it’s clear that my story does not actually matter to them.
This exposes a gap between the words they promote and the way they treat customers, a classic case of saying one thing and doing another. Their slogan rings hollow when the organization consistently fails to live up to it.
Whose story matter?
This exposes a gap between the words they promote and the way they treat customers, a classic case of saying one thing and doing another. Their slogan rings hollow when the organization consistently fails to live up to it.
Whose story matter?
GG
Grace G's updateReviewer Update
13 Feb 2026, 16:51Let’s be clear: I am not expecting any further updates. The only thing I require is for my premiums to be refunded and the policy to be closed. I am no longer interested in any feedback whatsoever.
Refund my money. It is not my fault that Absa failed to meet the terms of its own contract. Are you telling me that since yesterday you are still struggling to process my refund? This is a joke
GG
Grace G's update13 Feb 2026, 16:51
Reviewer Update
Let’s be clear: I am not expecting any further updates. The only thing I require is for my premiums to be refunded and the policy to be closed. I am no longer interested in any feedback whatsoever.
Refund my money. It is not my fault that Absa failed to meet the terms of its own contract. Are you telling me that since yesterday you are still struggling to process my refund? This is a joke
GG
Grace G's updateReviewer Update
13 Feb 2026, 17:02Also please make sure that the money refunded is the full amount that I paid. Premiums x 6 as breach came directly from your side, not even an apology whatsoever but arrogance, we don't expect you to call, your email is unwanted etc we don't have a mandate to reverse Absa life needs to authorise, at this point I'm even doubting if ABSA life is a division Barclays, what a shame
GG
Grace G's update13 Feb 2026, 17:02
Reviewer Update
Also please make sure that the money refunded is the full amount that I paid. Premiums x 6 as breach came directly from your side, not even an apology whatsoever but arrogance, we don't expect you to call, your email is unwanted etc we don't have a mandate to reverse Absa life needs to authorise, at this point I'm even doubting if ABSA life is a division Barclays, what a shame
GG
Grace G's updateReviewer Update
14 Feb 2026, 09:36Dear Absa Group Limited,
I have been querying the non-payment of my cashback, the closure of my policy, and the return of my premiums for far too long. This matter has caused significant frustration.
I expect the full return of my premiums by today. Failing which, I will escalate this matter and share my experience on social media platforms, including Twitter. I trust that you understand the potential reputational implications.
This situation has gone on long enough, and I look forward to your urgent resolution.
GG
Grace G's update14 Feb 2026, 09:36
Reviewer Update
Dear Absa Group Limited,
I have been querying the non-payment of my cashback, the closure of my policy, and the return of my premiums for far too long. This matter has caused significant frustration.
I expect the full return of my premiums by today. Failing which, I will escalate this matter and share my experience on social media platforms, including Twitter. I trust that you understand the potential reputational implications.
This situation has gone on long enough, and I look forward to your urgent resolution.
GG
Grace G's updateReviewer Update
16 Feb 2026, 10:30reply from the OMBUD simplified for you - The participant (ABSA) has 21 working days to handle and resolve your complaint. You and the participant should communicate directly with each other about this matter. The participant’s final ( whether you paid or not) response must be provided by 10 March 2026.
"The participant has 21 working days to resolve your complaint. You and the participant ought to correspond with each other directly in this regard. The participant’s response is due on 10 March 2026.
"The participant has 21 working days to resolve your complaint. You and the participant ought to correspond with each other directly in this regard. The participant’s response is due on 10 March 2026.
GG
Grace G's update16 Feb 2026, 10:30
Reviewer Update
reply from the OMBUD simplified for you - The participant (ABSA) has 21 working days to handle and resolve your complaint. You and the participant should communicate directly with each other about this matter. The participant’s final ( whether you paid or not) response must be provided by 10 March 2026.
"The participant has 21 working days to resolve your complaint. You and the participant ought to correspond with each other directly in this regard. The participant’s response is due on 10 March 2026.
"The participant has 21 working days to resolve your complaint. You and the participant ought to correspond with each other directly in this regard. The participant’s response is due on 10 March 2026.