RMB Private Banking, complete lack of Service

I wish to express my profound dissatisfaction and to formally complain regarding the handling of my recent Wesbank finance application and the subsequent unacceptable level of service provided by my Private Banker for Rand Merchant Private Bank.

1. Application Details and Timeline I app**** for finance through my RMB Private Bank. After approximately one week of liaising, my Private Banker confirmed acceptance of all necessary documents, and the application was subsequently approved.

2. The Core Issue: Abandonment of Service The process hit a slight administrative hiccup when the dealership also submitted a parallel finance application. Despite this minor, resolvable obstacle, and despite my explicit request to proceed with the finance application submitted via RMB, I was categorically informed by my Private Banker that he is merely a "conduit" and could not assist me further with the Wesbank matter.

This stance is entirely unacceptable. The purpose of a Private Banker is to facilitate and manage such processes seamlessly. Washing his hands of an approved application, which I requested to proceed with, constitutes a complete failure of service.

3. Lack of Follow-Up and Accountability My banker advised that he would escalate the matter and have Wesbank contact me directly. As of today, 24 hours later, there has been zero contact from either my Private Banker or Wesbank. I also copied the Regional Manager into a communication, and I have still received no response or attempt to resolve the issue.

4. Pattern of Service Decline This incident is not isolated. My experience over the past year highlights a consistent and alarming decline in RMB's service standards:

My credit card was previously linked to incorrect accounts.

Emails regarding complex investment queries have been forgotten and left unanswered.

5. Expected Resolution My expectation is that a Private Banker manages the entire relationship, especially when the client explicitly requests to proceed with the bank's offering over a dealer's. The action taken by my banker has created the expectation that the bank would handle the financing, only to have that expectation abruptly shattered by a refusal to assist further.

My view is clear: If the Private Banker cannot fully assist and follow through with the Wesbank application, then no further contact via this Private Banker should be made regarding this matter, as it falsely creates expectations of service and resolution.

I demand an urgent response and intervention from the Regional Manager to immediately facilitate the completion of my approved Wesbank finance application and address the severe lapse in Private Banking service.

I look forward to your immediate response and a concrete plan of action.