Nedbank Conversion
 SUPPLIER |
Nedbank |
 INDUSTRY |
Banking |
| BRANCH / AREA | Call Centre | COUNTRY | South Africa |
| TIME / DATE | 12:14 Thu 5 Jan | PERSON RESPONSIBLE | Zola at Call Centre |
| CUSTOMER | CorneCindy | View all reports by user |
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| PROBLEM | Call Centre!! |
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| INCIDENT | Thu 5 Jan | ||
| HEADLINE | The Most Unprofesional Service Up to Date from MFC |
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| We applied for finance through a dealership & I merely had a query regarding the status as well how the debit order policy works. I spoke to a Zola who doesn't seem to know half of what she is supposed to & told her that the detail has been faxed by the dealership & she informed that nothing was received & that the info would reflect immediately. I told her that I differ completely as a fax was sent to them an hour earlier at 09:55h but she was sure of her argument. In general I was leaning towards my uncertainty about certain policies to which she was reluctant to help in any way being adamant & rude & didn't treat me like a client at all. I realise that the bulk of the communication is between the dealership & MFC but there is no way that consultants can treat you like dirt especially seeing how you are a future client. I tried to explain to her that I am following up on behalf of the dealer but she didn't understand my query & placed words in my mouth. The irony is that I already have a vehicle financed with MFC so one cannot even get a smile even if you are an existing client. This is the first time that I was disgusted with MFC's service. | |||
| SUPPLIER'S RESPONSE | Nedbank | Time and Date | 17:59:43 | Thu 5 Jan 12 |
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Hello CorneCindy, Complaint reference: CCT 412455 Thank you for taking the time to raise your concerns with us, because it is only through constructive feedback from our clients that we can identify and improve in areas that need our urgent attention. We subsequently captured the details of the complaint on our internal system and allocated the reference number that appears in the subject line of this email to it. Please accept our apologies for the unpleasant interaction with our consultant and be assured that we have subsequently referred this matter to management at the relevant business unit within MFC, a Division of Nedbank, to investigate and provide us with a response that will appropriately address the progress made with the application for vehicle finance. We appreciate your patience whilst the investigation is underway and shall revert to you as soon as feedback is received. Best regards Executive Services Support | Client Services | Nedbank Group Ltd |
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| CUSTOMER'S FEEDBACK | CorneCindy | Time and Date | 12:56:44 | Mon 16 Jan 12 |
| Quite Impressed: Thank you for the response and the handling of the situation. | |||
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(( • )) Supplier's response | ||
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