WORST CUSTOMER SERVICE

Dear CEO - Basani Maluleke

I app**** for a personal loan via the online platform in February 2021. It requested me to forward my documents to ***. I emailed the documents as requested. I received messages stating that I must submit outstanding documents until the credit application expired. I did a new application for the second time on the 24 March 2021. I emailed the required documents to *** on the 24th and 26 March 2021. I kept receiving messages again requesting the documents. I asked my brother to assist me and we loaded the documents via the online platform on the 27 March 2021. The online banking platform did not allow us to submit the three months bank statement so the others we loaded it under employment confirmation and another employment category. On the 29 March 2021, I asked my brother to send the document again to *** on my behalf. I then phoned on the 30 March 2021 to follow up and the gentleman advised me that they would get back to me within 24 to 48 hours. On Sunday the 4 April 2021 I received a SMS that my credit application would expire within a few days. On the 6 April 2021 I requested for a call back, and a lady by the name of Petunia assisted me. I explained my disappointment in the service received and she advised that she would escalate the matter. That same afternoon I was contacted by team leader B Mabuza who advised me that my application is with validations and that they require the March 2021 statement. Now all these documents was submitted and still they wanted the March statement. So emailed it again. Not to mention the SMS's I received requesting me to submit a Visa permit. This was unbelievable because I'm a South African citizen. Today I received a SMS that my that my credit application has expired. Totally bad service. How to do you expect to grow you client base if this is the type of service your staff renders. No zeal for customer service at all. What disgust me is that I had to follow up myself. I would have appreciated if someone had phoned me to give me some sort of feedback to say whether the application was approved or declined, but still no feedback. I hope that you would sort out your staff as they don't have the customer service skills. what a joke. No regard to threat customers fairly. I'm truly disgusted with the way my credit application was handled. I will definitely consult you competition.