Where has the Customer Service gone?

Item: BMW Financial services
Rating: 2

My initial request for assistance began on the 10th of October 2016. To date, I have not had a response with a solid solution. My car was ****** in a hijacking in July 2015. After my ex-husband (who name the car was in) went to 5 different police stations and 2 licence departments (more than once each), to try to get the car s****ped, we finally found out that (through a private company) that the vehicle change of ownership had not been done and the vehicle was still in the name of BMW Financial Services. I reached out to them to ask for assistance (10 Oct '16): My query: Good day Apparently this vehicle is still in BMW's name? We cannot have it s****ped and it was ****** over a year ago. Please assist urgently. Their response (11 Oct '16): Kindly be advised the document was requested by Zambesi Auto and release to the dealership in March 2013. We trust that the above is in order please do not hesitate to contact us on ***, Option 2 All queries are to be directed to ********** co.za or faxed to 011 ********** . Now, I could go on to copy and paste every email interaction since then, but they are all pretty much the same. I ask for assistance and the response is well, non responsive and doesn't address the issue at all. I eventually called to escalate the issue to a manager, but the consultant who answered assured me she would take over the case from the previous person and do everything she could to assist. I was advised that I had to pay R350 for a duplicate Natis in order to proceed with having the vehilce s****ped. I paid and asked, before and after payment for them to please give me details on what would happen once the Natis was received. Dates that I asked this: 29 Nov '16 1 Dec '16 2 Dec '16 - requested to be put in contact with a manager - no response to date. 15 Dec '16 9th Jan '17 10th Jan '17 Eventually, only having being pushed to the point of absolute frustration yet another threat to escalate did I get this response: The duplicate registration document request was received on the 20th of December 2016 to be processed, however the Licensing Department and our proxy holder (which is an outsourced service provider) was closed over the festive season. Your request was handed in at the Licensing Department last week on the 4th of January 2017, once they reopened for the new year. Please allow a turnaround time of 1-2 weeks for the duplicate to be received from the Licensing Department. The documentation can either be prepared for collection at our office in Midrand (1-2 working days), sent by registered mail to a postal address (1-2 weeks) or delivered by courier to a physical address (3-4 working days) provided the courier fee of R 50.32 is paid into our bank account and the proof of payment is attached to your request. My response that was: Is it really necessary to do a change of ownership just to have it s****ped? Can't BMW have it s****ped? 8 days later - NO RESPONSE. I then got a contact at Zambesi Auto (the dealer that received the Natis when requested in 2013). I emailed this person to see if she could please step in and assist. I emailed her on Monday, 16 Jan [15:30]. I didn't even get an acknowledgment of reciept of my email. I emailed her again this morning to ask if she was able to assist, and guess what her response was: You will have to wait for the duplicate Natis. As soon as you receive it you can do a change of ownership. I responded at 10:16 with the same question I sent to BMW FS, why can't BMW s**** the car? NO RESPONSE. I learnt about Customer Service when I started my career in my early 20's, at BMW. I still apply those principles to this day, but it seems to me that BMW have not continued within their own walls.

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