Wesbank Complaint

SUPPLIER	Wesbank	INDUSTRY	Banking
BRANCH / AREA	Legal Insurance Department	COUNTRY	South Africa
TIME / DATE	15:18 Thu 26 Jan	PERSON RESPONSIBLE
CUSTOMER	CAAndrew	View all reports by user	0 1
PROBLEM	Customer service, unhe...	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Thu 26 Jan
HEADLINE	Shocking service after having my car stolen!!
I have had horrible service from Wesbank since my Yaris, financed via them, was stolen on 23rd December!! My insurance carrier settled up the balanced owed to them on Wed 11 Jan but Wesbank still owed me for the Extended Service Plan and Warrenty which I've been paying since Aug 2010 and haven't used a cent of, but which they're still only going to pay "pro rata" - info which was not communicated to me but had to be tracked down! Only on Fri13 Jan, 2 days after they'd been paid, did I get an sms from Wesbank to say it'd be 10 WORKING DAYS to calculate the amount owing to me. Today I phone to find out the status of the matter and first I'm told the account is simply closed(?) then, after checking, the best they could do was "It's in progress"!!! Only in progress?? After all this time?? I cannot do without a car and was depending on this money to add to the deposit on another but due to Wesbanks lack of dencency, urgency or commitment I have had to borrow without even a general idea of the amount I'll get back! I have been told I must wait for a call from Ishmael who'll "tell me when they can give me an answer". Oh how kind!! Wesbank, your customer service is SHOCKING! Add a new Wesbank Report Inappropriate report?
SUPPLIER'S RESPONSE	Wesbank	Time and Date	15:45:12 \| Fri 27 Jan 12
Hello CAAndrew, Thank you for bringing your matter to our attention affording us the opportunity to assist you. You have been contacted by our management at our Legal department and an explanation pertaining to the pro-rata refund has been given to you with calculations thereof. We apologise for any inconvenience caused during this ordeal. Kind regards WesBank