1 reviews | Active since May 2016
None existence service and support from both Wesbank and FNB buying a none roadworthy vehicle
Reference CRSABDD5 / ***
Short story - 18/10/2019 - bought a none roadworthy vehicle on the day. No verification documents were present from my side, no signing offer to purchase, no delivery of outstanding accessories and service history and refusal of doing diagnostic and Dekra prior signing delivery. but was promised all issues to be resolved.
21/10/2019 - complaint about the vehicle to the dealership and spoke to Wesbank a few times and advised to email to *** if no resolution found 22/10/2019 - BMW SMG picked up more faults but dealership refused to admit faults. Requested to cancel the transaction to all parties. Never authorised or accepting repairs. 21/10 - to date spoke to various people from Wesbank / FNB and I had to request for managers as no one could assist except asking to e-mail.
Robert Percy - took initiative to assist and escalate to other department Amina Florst - Did nothing to assist even she was copied in by the dealership and contacted me only after my e-mail complaint to resolution department and called to shout at me saying Stefan Fourie - escalated the query to him and promised to provide feedback and nothing to date. only was told that legal department will provide formal feedback (to date no formal feedback) Gawie Swanepoel - Regional manager but said would personally handle this query. He said that Wesbank cannot be part of the cancellation process which I found it is difficult to believe seeing I have done all the ground work for Wesbank. Since then dealership has agreed to cancel the deal but insisted that it cannot be done meeting in the common ground at Wesbank Repo centre in Epping. Elize Fourie - compliment to her as she has done her best to assist but unfortunately all her efforts fell to deaf ears. I have asked her to escalate query to various people hence above names mentioned. but with Dekra report clearly stipulate that the vehicle is none roadworthy and I was told that legal department from Wesbank would assist to uplift the sales but it is not happening it seems. I have also requested all the documents such as roadworthy, offer to purchase, original and verified documents from dealership and etc but to date I received nothing from FNB / Wesbank. Vuyo / RB Jacobs - I have been communicating with RB Jacob on social media and I received the call from Vuyo twince. Vuyo had promised to send me her e-mail address and also claimed her manager is aware of this query / complaint but to date I received no feedback whatsoever. I requested to speak to a manager via RB Jacob but no call from FNB.
I have now also sent an email to *** to request a reference as it is the requirement for Ombudsman as this has been dragging for 3 weeks now. All I have ever been told is that we are waiting for feedback. Dealership nor Wesbank can produce documents requested nor I have paid the deposit to Wesbank. I have also instructed FNB to cancel the debit order to Wesbank but was told it is not possible until the D/O has gone through and no one had came back to me since the follow up (indefinitely follow up it seems). I will be moving all my accounts/ bond / finances including business account away from FNB seeing no one from FNB is taking their clients' complaints seriously. Ultimately I will go to NCC to lay complaint to all parties involved.
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
***
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
***
Hi Vanessa,
Thanks for your e-mail but first of all, I would like to know why you have recalled the e-mail yesterday on the letter sent.
Secondly, it does not seem to me that you as a bank and financial institution had your facts straight. And I have the following statement and questions I would like to comment and I have been asking them repeatedly but received no concrete answers -
1) Wesbank accepting a non roadworthy vehicle from the dealership - so I would like to know if you are providing a financial product to any client, does it mean you are also accepting to provide finance for a ********** transaction? It is my understanding from your e-mail that you would actually condone this kind of ********* business practices? And on top of that, if Wesbank helps to facilitate as it claims, why would your employee 1) not to provide feedback and legal binding documents when requested for this transaction? 2) not bothered to read into facts but rather issue a patronizing apology letter and based on false information provided by your employees? (I have wasted to much time in 1 month so what was the point for me to speak to multiple parties involved with millions of e-mails and ultimately having to post my complaint on HelloePeter?) 3) So if Wesbank is to facilitate the discussion, how can your employees in concerns who refused to provide any form of feedback when engaging with me (client) and Elize (Resolution department) but instead forwarding my e-mail complaint to the dealership colluding with them to get off his back?
2) Your apology letter has all the wrong facts and only one sided story from your employees to cover yourself and liabilities and accountability.
3) I had emotional and trauma distress from the dealership and Wesbank for the past four weeks due to your lack of engagement and resolution and suggestion. I have wasted four weeks of my precious time when it comes to dealing with your employees and ultimately I had to do my own Dekra inspection report which cost me R2400.00. And none of these facts were mentioned in your so called "Apology letter", And who is this resolution department signed the paperwork?
4) So when you said necessary procedures would follow to prevent any event such as my case happening again. So what kind of discipline procedures Wesbank is going to institute against 1) your employees in questions including senior management 2) dealership?
ARROGANCE -------------------------------
Mothilal, Vanessa (Head Of Customer Resolution Services)
Good morning Mr Peng
Thank you for your email, having considered the multiple correspondence between all parties, I wish to hereby advise that we have subsequently reached deadlock status wrt your complaint.
We are subjected to the Code of Banking Practice of South Africa and for unresolved disputes; we support resolution through the Ombudsman for Banking Services. Below are the contact details, for the Ombudsman for Banking Services office.
ME --------
This is the most amazing and meaningless reply and going to ombudsman would be wasting my time. I would simply close my FNB accounts and also go to NCC and FSCA.
Hi Vanessa,
Thanks for your e-mail but first of all, I would like to know why you have recalled the e-mail yesterday on the letter sent.
Secondly, it does not seem to me that you as a bank and financial institution had your facts straight. And I have the following statement and questions I would like to comment and I have been asking them repeatedly but received no concrete answers -
1) Wesbank accepting a non roadworthy vehicle from the dealership - so I would like to know if you are providing a financial product to any client, does it mean you are also accepting to provide finance for a ********** transaction? It is my understanding from your e-mail that you would actually condone this kind of ********* business practices? And on top of that, if Wesbank helps to facilitate as it claims, why would your employee 1) not to provide feedback and legal binding documents when requested for this transaction? 2) not bothered to read into facts but rather issue a patronizing apology letter and based on false information provided by your employees? (I have wasted to much time in 1 month so what was the point for me to speak to multiple parties involved with millions of e-mails and ultimately having to post my complaint on HelloePeter?) 3) So if Wesbank is to facilitate the discussion, how can your employees in concerns who refused to provide any form of feedback when engaging with me (client) and Elize (Resolution department) but instead forwarding my e-mail complaint to the dealership colluding with them to get off his back?
2) Your apology letter has all the wrong facts and only one sided story from your employees to cover yourself and liabilities and accountability.
3) I had emotional and trauma distress from the dealership and Wesbank for the past four weeks due to your lack of engagement and resolution and suggestion. I have wasted four weeks of my precious time when it comes to dealing with your employees and ultimately I had to do my own Dekra inspection report which cost me R2400.00. And none of these facts were mentioned in your so called "Apology letter", And who is this resolution department signed the paperwork?
4) So when you said necessary procedures would follow to prevent any event such as my case happening again. So what kind of discipline procedures Wesbank is going to institute against 1) your employees in questions including senior management 2) dealership?
ARROGANCE -------------------------------
Mothilal, Vanessa (Head Of Customer Resolution Services)
Good morning Mr Peng
Thank you for your email, having considered the multiple correspondence between all parties, I wish to hereby advise that we have subsequently reached deadlock status wrt your complaint.
We are subjected to the Code of Banking Practice of South Africa and for unresolved disputes; we support resolution through the Ombudsman for Banking Services. Below are the contact details, for the Ombudsman for Banking Services office.
ME --------
This is the most amazing and meaningless reply and going to ombudsman would be wasting my time. I would simply close my FNB accounts and also go to NCC and FSCA.