Absa Life Pathetic Service from Customer Care

My wife cancelled her Absa Life Policy linked to her Credit Card Telephonically in 2013.

When my wife queried this with Charmaine Sharp the Group Customer Care CEO.

Ms. Sharp stated:

"Should you wish to allege that a request to cancel the credit life policy was submitted prior to this date, you are required to provide the Bank with proof of such request. This may be in the form of:

- An email confirming the cancellation request, or - Details of the telephone call during which the request was allegedly made.

If the request was made telephonically, please provide the date and time of the call, the number that was dialed, and the number from which the call was made.

Please note that the Bank receives thousands of calls daily and is therefore unable to search or listen to calls without specific call details being provided.

We trust the above clarifies the Bank’s position."

In the meantime Nomsa Dhlamini from Customer Experience provided my wife with a recording where my wife telephonically accepted a life cover on her credit card.

This does not make sense and my wife rep**** to Ms. Sharp and Dhlamini as follows:

"I received a reply to my email from Ms Sharp, however I disagree with her that the onus is on us to give proof that we cancelled the policy.

However, why is it possible that you could find the recording where the policy was agreed to telephonically but a later recording where it was cancelled, Ms. Sharp states this is impossible.

You have the same tools you could use to find the cancellation message as you found the message to take out the policy.

I want this matter to be referred to your CEO as you clearly do not want to help.

You do not want to help because we are not at fault but the staff member that took my cancellation message.