MFC Poor Call Center experience

Good Morning,

I settled my vehicle on the 3rd July and to date I have not received my vehicle registration papers. My experience is receiving the registration documents has been unsatisfactory and MFC does seem to "care" about there clients once they have settled there vehicle accounts.

I phoned the MFC call centre on the 4th July 2024 to advise them of the final payment made for my vehicle account and the consultant acknowledged that the account has been fully paid and the process for the change of ownership will take a period of 10 working days. On the same day I then received an email from MFC advising that the vehicle has been paid up and a copy of my ID should be sent to them which I did.

On the 24th July 2024, I realised that 10 working days had passed and i phoned MFC again to query what the progress is on my documents, the consultant noted that my ID had been received however my request was not sent through to the department that does the change of ownership and the matter will be escalated which to date I have not received any communication from MFC regarding this escalation.

So today (6th August 2024) I made another phone call to MFC , asked for progress on when will I receive my registration document. The consultant on the line said that the ID document has not been received, I informed that the consult that the document was sent and the consult from the previous call was able to confirm. I then asked the consult why is there such a delay in receiving the vehicle registration documents then the consultant informed to tell me that she is not responsible for the delay and its a separate department and she has no answers for me, I then asked the consultant to please transfer me to someone who will have the answer to questions because as a client i certainly need an explanation why I am not been assisted to my expectation ,the consultant then told me that the responsible department can not take any calls so there isn't anyone to assist.

I am extremely disappointed by MFC's staff lack of sense of urgency in getting the matter resolved. I find the customer care experience very poor especially if they have not met there stipulated deadline of 10 working days. The consultant over the line did not seem interested in assisting instead shifting the blame to another department with MFC. I wonder how many follow ups do i need to make before MFC can assist. Lesson is probably not to do any further business with MFC.

Regards