Shocking Service

BMW debited my account with the entire balloon payment without calling me to discuss options. Whilst chatting with Micayle Gertze on Thursday 19.12.2024 about this, she transferred me to her supervisor Kabunina who insisted BMW sent me an e.mail with my options. For the record, I have never been able to open my statements from BMW due to the complicated password system. Both Micayle and Kabunina were out of their depth. I then requested my Natis doc from Maicayle. She indicated i could either collect the doc or BMW would courier it. Whilst she was on the landline, I called my brother, who lives in Jhb, who agreed to collect the doc as he was flying down to Dbn on Sat 21.12.2024. (I live in Dbn)

He pitched up at BMW's offices in Midrand on 20.12.2024 and was advised that he could not have the Natis doc as there was a 7 day waiting period for the funds to clear. This after every repayment being honoured. I was livid. He drove from Bedfordview to BMW only to be told this. At no time did Micayle mention to me that there was a 7 day clearance period before the docs could be collected. Had this been mentioned, I would not have called my brother and made the arrangements.

I asked to speak to somebody senior and got the *********** Kabunina again. She was extremely unhelpful. She indicated that Micayle did mention the 7 day waiting period to me and that she had the recording. I was livid with this person for lying. I asked for a copy of the recording. I am still waiting.

I received a call from a manager Lebo a short while later, who apologized for the incompetence of the staff. He agreed to forward me the Natis document via courier, on Monday 23.12.2025.

I indicated to him that this was a lost business opportunity as i may have chosen to re-finance the deal in which case BMW would have earned interest. However, the horse had bolted. This is my 3rd BMW. I will never buy another one.

I called BMW Financial Services today (06.01.2025) as the Natis doc was not couriered to me. I held on for close on 20 minutes in the company of the automated recording. I finally chose option 1 for BMW to call me. I was about to go off the line when i heard the automated continue with the nonsense. I did not receive a response to the effect that the consultant will call me.

This is incompetency of the highest order. I cannot believe that a company that sells vehicles costing millions of rands provides such shocking service.