NO PAYMENT RELIEF/UNPROFESSIONAL CONSULTANT KOKETSO

I had payment relief on my vehicle finaced through Ford Credit(Absa), before it came to an end, I received an SMS asking if I wanted to continue with payment relief, which I did opt for. I selected the options that suited me. This was done on 9 August 2020 (I still have SMS of their receipt of my payment relief request)

On 12 August 2020, I called Absa Vehicle Department and Spoke to a consultant called Angeline Mkhize around 13:44 and I told her about the SMS option I chose and she advised that it takes about two weeks, I should call the following week.

I called again, I do not remember the date and person I spoke to and they said that payment relief has not been actived yet, I should call again after some time.

On 24 Aug around 15:36, I called in and spoke to Koketso at Vehicle Finace Collection Department who lacked telephone etiquette, I had to ask him for his name. I told him about the SMS payment relief option that I chose and wanted to know if its activated on the system, he said that "what i received was a survey but not payment relief options". Clearly he didn't know that there are survey SMSs that were sent to customers and payment relief options SMSs. I then asked him to put me through to someone who can help as he does not know he then accused me of being rude. Please listen to this call as I believe Koketso requires more training on how to speak to clients. Even after consulting with someone, he still insisted that i received survey and not payment relief options via SMS. He was rather argumentative whis was unprofessional. He was unable to help me. In fact, I would like to request for this call with Koketso.

I was of the idea that my payment relief was active but got debited on 26 Aug despite being told by a consultant that it takes two weeks to be active and the sms said that they will action before debit date or i needed to call before then, when i called i was told to wait.

Ford Credit and Absa Vehicle finance are not helpful when you need them most, even first payment relief i had to struggle first.