Home Energy Awseome! - Nedbank/MFC not so great.

I'm currently dealing with Hohm Energy to have a solar system installed. Their staff are always available, positive remember their clients by their name and are very quick to respond.

Clearly their customers are important to them. I mostly dealt with Louise and Lethabo. But all the other people I spoke to during the different phases of the process were pleasant to deal with..

I unfortunately only have the capacity to respond to their emails where they have questions in the evening and although I don't expect a response until the next morning, Lethabo always responds promptly. The what's app communication between client and customer is an excelent idea! It works well and is a nice personal touch. Well done on that.

Unfortunately though Nedbank / MFC looks like they have allot of work to do as far as customer service goes.

Hopefully the below is not a seen as TLDR or a rant but I honestly think that Nedbank/MFC need to make a plan with the type of service they give. Their customer interactions are sub standard. Even the basics are hard to get right. Also they do not seem to be phased about cyber security.

I.E Rejecting my insurance and then recommend a broker which appears to be a private person outside of Nedbank no company information was given along with this contact. I'm simply expected to phone the number and get insurance from this unknown person.

Some more examples, I was phoned and said they will make arrangements to sign for finance at the nearest Nedbank branch, then received an email the next morning asking if I went to the branch. But no confirmation of the arrangement was confirmed with me., I went to the bank the next day as requested by them, without any reference and then had to explain to the branch receptionists why I'm there and not being able to reach someone from MFC to explain. Solution to this is to implement a clearly defined process and then stick to it. Phone customer , tel them you are going to make an arrangement for this and that time, Phone the bank let them know so and so will be there and then confirm with the customer that the arrangement was made (Even an email would have been OK)

Then having to listen to excuses nedbank blaming MFC and MFC blaming nedbank after making me wait 45 minutes for the contract to come through via email. Whilst waiting the nedbank customer service lady came to ask me if I was helped, after saying no I'm still waiting , she simply moves onto the next customer asking the same question and then return to her post. Bit strange, why bother to ask such a question and then not do anything about it. Mind boggles.

Silly part is it doesn't have to be like that, its one of the most easiest things to get right in a customer facing environment.

Thanks Hohm for the excellent service so far. I sincerely hope I'm the only one who had a poor experience with MFC/Nedbank. Looking forward to my installation.