Active since Aug 2016
16
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Reviews
16 reviews18 months ago
ABSA Life Insurance - "hidden clauses to repudiate claims"
My father passed away and when I went to inform the bank, I was informed that on his account there was a life cover of R15,000. The bank staff member assisted in completing the forms and submitted them as well. After a while of hearing nothing, I followed up at the branch and the staff member said she would follow up. I was contacted by ABSA insurance and was informed that the claim was declined as the was not a minimum of 3 transactions on the account in the month if death. Its very strange that the bank official that assisted me did not know this and/or check this when submitting the claim, effectively wasting everyones time. I was never provided with a copy of the policy where this "pre-requisite" is stated, but just verbally informed by ABSA. My father was hospitalised and extremely frail, so for him to have utilised the account for 3 transactions in the month of his passing was a really high expectation. Anyway - thanks for nothing ABSA. Maybe inform your frontline staff of your sneaky clauses to get out of paying claims before they proceed to waste everyones time.
1 reply
42 months ago
INCOMPETENCE OF FINANCIAL SERVICES DIVISION
My wife lost a card a while back. She visited a store to have it replaced, but was informed that she needed to have the APP with her to which the card was linked. As the APP is loaded on my mobile phone we had to go in together to get this done. I called earlier today to find out if the service could be provided at the Canal Walk store and was informed by Ronald (the financial services staff member on duty) that it could be done. We proceeded to visit the store and Ronald ordered a replacement card which we were informed would take 7-10 working days. As an interim measure, we could use a virtual card that could be loaded on the APP. However, that could not seem to be done, so the alternative was to provide an immediate “printed” card. However, Ronald did not have the “online access” to print the card, so our trip was entirely wasted. So my questions are the following: Why would Ronald tell us to come in to the store if he was not able to assist us? Why was Ronald placed on duty to deliver a service if he did not have the necessary “authority or access” to provide the service? Why does it take 7-10 working days to replace a card? Why was it not possible to install a virtual card on my mobile phone? I called your financial services contact centre and was informed by Ayesha that, as there was a credit balance on the account, that we should have been given a gift card for that value. Why was that not offered to us in the store? Why was the call to your contact centre terminated without resolving the query to my satisfaction? Why, when I called back to your call centre at 20:27 on 7 Dec 2022, was my call not answered? If all your calls are recorded – please explain this. I have called back on 3 occasions and no service after my initial call was dropped. I eventually get transferred to a consultant by the name of Anthony who informed me that contrary to the information that the store manager provided, they should have been able to issue us with a "temporary paper card" in the store. He was also able to activate the virtual card on the APP, which the in store consultant was unable to do. So, the in store consultant did not have the necessary access to provide a temp card and was unable to activate the APP temp card...... he was about as useful as a mannequin
0 replies
43 months ago
Call centre agent - Outstanding Service
I wish to compliment the excellent service delivered by Chevonne Hampton, one of the Chronic Registration call agents. Her empathy and dedication is simply out of this world. Having been dealing with the GEMS call centres for a while now, the service has been of an extremely poor quality, with frustrating waiting times, following the menu options and ending up at totally different departments vs the option selected, constantly being transferred to different departments, having to be constantly verified when transferred to the departments, etc, etc, etc. Every time I had to call GEMS, I would be filled with anxiety and dreaded having to make the call. However, Chevonne has provided an experience that has been beyond measure. The empathy she displayed truly amazing. The reason for my call was to follow up on an application for chronic medication for my elderly father, which was declined by whatever committee. On enquiring about the condition of my father, she empathized and explained the process to be followed to appeal the decision which, with the added information that she had obtained, she felt it would be justified. As she could not make outbound calls during her working hours, she called me after hours and followed up until she was no longer able to assist. Such dedication and commitment is so rarely found in these call centres. She is truly a remarkable employee and by far head and shoulders above any of the other call centre agents that I have dealt with over the past few months – and I can assure you, there have been many. Please convey my sincere thanks and appreciation to Ms Chevonne Hampton.
2 replies
43 months ago
Maitland Post Office - Excellent service
Maitland Post Office - Branch Manager - Mr Derek Raqa I took my elderly father to replace his stolen SASSA card. Mr Raqa assisted, but encountered some problems that he required the assistance of a colleague, who was on leave but would be coming in later in the day. We were given the option to return later in the day, and another option. We chose to return later in the day. The service that Mr Raqa provided was extraordinary. Despite the systems "not playing along", he persevered and saw the process through in a truly inspirational manner. Additionally, his colleague, who came in on his leave day, was also truly exceptional. The empathy they displayed was something that one rarely experiences nowadays. Both Mr Raqa and his colleague are indeed an inspiration. These days most government enterprises are blighted by poor service, Mr Raqa, his colleague, and in fact all the staff at the Maitland Post Office that I dealt with today are by far the exception to the rule. They are all a credit to the SAPO and need to be recognised as such.
0 replies
57 months ago
Compassionate service
I had the unfortunate occasion of having to cancel a booking with a “non-refundable” deposit made by my brother after he passed away. The customer service lady, “Leigh” had so much sympathy and empathy and managed to get the deposit refunded. He service was excellent. Such compassion is much appreciated after experiencing such a sudden loss.
0 replies
58 months ago
Plattekloof Spur fails to deliver yet again
After a previous incident when I placed a call and collect order, I arrived to find the order had had not even started, I raised a concern with the restaurant. I was contacted by management explaining that the reason for the issue was a "printer" error, but measures were put in place to ensure this would be rectified. 2 weeks later I arrived to collect my order and was again shocked to see that the waffle batter was only being poured onto the waffle iron when i arrived to collect. The rest of the order was done, so by the time the waffle was done, the rest of the order was cool/cold. If they are unable to effectively perform the call and collect service, then they should not offer it and waste customers time. With the tough times that restaurants have experienced, one would would expect them to have "upped' their game, but clearly they don't care. I have tried my bit to support the restaurant industry and this establishment in particular, but after these 2 incidents, I will definitely take my business elsewhere
0 replies
58 months ago
Good service
Excellent service from Darren Arendse. They did not have the part I needed, but he was able to provide me with an alternative. Very friendly and efficient service.
0 replies
58 months ago
Poor "Call and collect" service
Arrived to collect my order that I had called in (5 minutes later than the time I was told the order would be ready) only to find that they had not yet started with the order. Shocking.
0 replies
58 months ago
Excellent customer service
Purchased a product for my cat and noticed that it had recently expired. Sent them an email to inform them as such, and was blown away by the response received from Broadline and the vet where I purchased the product. First class customer care and service.
0 replies
Review Distribution
5 Star
9 (56.25%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
7 (43.75%)