PATHETIC service delivery

As a multiple-income earner, I app**** for credit through your platform and initially received an approved estimate online. I then visited the branch to submit my documents and was told I’d get a call from the MIE department within 48 hours. That call never came. It took two full weeks, and only after I followed up myself, before I heard anything.

From there, the process spiralled into a mess of miscommunication and poor service. I was told the case had been closed without explanation. I was told someone would call me, no one did. I was told the credit team was on leave. A consultant eventually re-opened the case, but the call dropped after 30 minutes. When I phoned again, I was told I’d need to restart the entire application from scratch.

Meanwhile, I had to visit the branch multiple times because staff weren’t sure how to handle my income structure. We eventually figured it out together, but that was after a lot of back and forth.

Over the course of six weeks, I sent at least 10 follow-up emails - none of which were responded to. The only update I received was a request for one more document. Then, days later, I got a brief notice that my application had been declined, with no explanation.

I even phoned again to request a direct call from the consultant handling my case to clarify what happened. Days later, I’m still waiting.

This entire experience has been unprofessional, disorganised, and honestly unacceptable. I’ve had to do all the chasing, with zero accountability from your side. I expect someone from the MIE department to contact me immediately to explain this outcome and provide proper support.