bank car loan

This is what i went through and i wrote them this email Subject: Urgent Complaint: Unacceptable Handling of My Account and Settlement Process

Dear ABSA Customer Care,

I am writing this email with deep frustration and disappointment regarding how my account has been handled, and I request your urgent attention to this matter.

To provide context: I purchased a vehicle through ABSA and, due to personal circumstances surrounding a divorce, I had to sell the vehicle—resulting in a shortfall. Despite the financial strain, I continued to make consistent payments through debit order without fail.

To my surprise, I was later contacted by your legal representatives, Vezi & De Beer (VDB), who informed me that my account had been handed over to them. This was done without prior communication or explanation from ABSA. I was repeatedly contacted via calls and SMSes, which felt more like harassment than customer engagement. Each time I asked why the account had been handed over, I received no clear answers.

Due to the ongoing stress and pressure from daily communication, I took it upon myself to secure the funds needed to settle the account. I even received emails from your legal team offering a 60% settlement discount. On Friday, 24 May, I called VDB to request a formal settlement letter—yet I received nothing. On Monday, 26 May, I followed up again, highly frustrated, demanding the same urgency that was used when I was being chased for payment.

To add to my frustration, I was informed that the account has now been retrieved by ABSA from the lawyers, and they are no longer in a position to assist me. This entire process has left me feeling disrespected and treated unfairly, as if I am being taken for a fool despite my efforts to settle the matter.

When I attempted to resolve this by contacting ABSA directly, I was met with a slow and inefficient system. After enduring a 30-minute wait on my own airtime, I spoke to a representative named Refilwe, who, although kind, could not assist me fully due to limited access to my account details. She escalated the matter to a colleague named Reneilwe, who was supposed to call me back—but never did.

It is incredibly disheartening that your systems are swift when it comes to collection and harassment, yet unresponsive when a customer is actively trying to settle and close the account. I find this unacceptable.

As a final attempt to resolve this matter amicably: I expect a call from ABSA by end of business on Tuesday, 27 May 2025, with a clear resolution and a formal settlement letter. If I do not receive proper feedback and assistance, I will cancel my debit order and escalate this matter further through formal channels, including regulatory bodies if necessary.

I have done my part. I expect ABSA to now do the right thing.