Terrible service from the Vehicle Finance team

Since I have been an Investec client this has to be the only bad service I have ever received and it's super disappointing even more so because I sent the same complaint to the Manager Natalie Louw 2 weeks ago and have had no response.

• 12 April I contacted my banker Nthabiseng to understand the process of financing a private sale and the paperwork needed. (my sister relocated to Singapore and I wanted to purchase her car) • Nthabi advised she will contact the vehicle finance team and revert, she got back to me fairly quickly with a list of documents I need to send in with the OTP which included, a sales invoice, a settlement letter, insurance, and a copy of the natis. • I didn’t understand why this was needed prior to approval but I collected the documents which took a week (holidays included) as my sister needed to wait for the bank to email the settlement letter and natis, I needed a few days to pre-arrange my insurance and arrange a COR • I submitted the documents on Wednesday 20 April 2022 and the finance was approved • 21 April I accepted the quote and was told the Instalment team will be in touch. This is where everything that could go wrong did. • It took 3 working days, 26 April, for a generic buyer and seller form to be sent to me and my sister who by this time already relocated with a time difference ahead of us • I then had to duplicate all information again that was requested for the initial finance approval (and sent to Jonathan Pohlman by Nthabi) and re send everything and get my sister to sign more documents (which I would have appreciated upfront as I was upfront she was relocating) and we had to request a second settlement letter, not sure why we needed the first as that information appeared to not be needed and made us waste a week collecting this information • The second letter was valid until 4 May • We got all the documents to Jonathan by early morning on Friday 29 April • I emailed Jonathan on Friday asking is all was in order, given that Monday was a holiday the least he could have done was acknowledge my email by COB but I did not get a response to this moment. • Tuesday 2 May, I contacted him on his cell phone and left a message which to this moment has not been acknowledged. It is like he fell of the planet. • I received a call and email from Nthabi on Tuesday morning confirming all is in order and that payment will proceed • I reminded everyone that the settlement agreement will expire on 4 May and our time must not be wasted to get a third letter that again will not be used, but again no response • On 4 May, 14 days since approval with inconsistent and sporadic information given to me. I asked upfront what is needed for a reason. I have already sold my car so I am carless I informed Jonathan that I require a car for work purposes so I would appreciate some urgency. But at 2 weeks it is clear there is no sense of urgency. • I eventually received the Instalment sale and then there is a new invoice that requires mine and the seller's signature, why ask me for one only to create your own, also why not tell me to have mine signed by the seller and myself before she left the country • I am again asked for insurance which I already submitted. Then I am told I have to print and sign the documents as an electronic signature is not allowed and I live alone so I had to find a stranger to witness my personal documents • Really 2 years in Covid and people working from home Investec has no alternative. • I then get everything signed and explain that the seller and I cannot sign the same document as I only received the seller invoice after wards and this was an issue, its really frustrating that everything is so black and white and that customer has no options given that people are not even on the same continent. • I get all the documents sent I was assured payment will be made today • The payment team at 2pm decides the settlement letter has expired and needs my sister to get a 3 settlement, by now this is totally ridiculous as I pointed out the expiry in advance and it was ignored. • My sister has to at 8pm her time called for the 3rd time from another country to get this done because Investec vehicle team cannot get their act together • Now I’m told because I didn’t get the document in time payment cannot be made today… REALLY I didn’t get the document in time • The communication from Jonathan and his team has been extremely poor and frustrating sometimes we need to talk to a person not back on forth on emails • finally after much drama the payment is made but Investec says they can not request the Natis can my sister do it, yet they settled the car and already have my installment sale active, but they need her to obtain the natis and gave me some story about POPI which the other bank said is incorrect they would have released the natis has Investec followed the proper channels. Really this is not customer service. To say I am disappointed in the way I as a customer have been handled would be too generous.