Poor customer service & False information

On the 05 Sept 2018 I received a call from a lady called Gabisile her contact number is ********** and she advised me that as my account is in arrears MFC is sending someone that night to come collect the car for safe keeping until I make a payment and they will release the car once I have made payment. Gabisile mentioned an amount of R5903.34 and I advised her that I will make payment the following morning the 06 Sept 2018 however she said the bank is already at a stage where they need to take the car from me until I make payment so I agreed and she put me on conference call with a guy called Tumi who arranged to come collect the car at 6pm from my house.

Tumi came with a guy who introduced himself at Vusi, they made me sign forms and I asked questions about the forms and he said it’s a form to give them permission to take the car and he said to me the amount I need to pay in the morning was R5350.84 no longer R5903 as Gabisile said earlier. He wrote the amount on the form and I signed. He explained that they are taking the car for safe keeping to make sure that I keep my end of the arrangement to pay part of the arrears the following morning and once I have sent them proof of payment they will do a release form the same day and there are no storage fees or other fees as I would have paid within 72hours. And this amount of R5350,84 that I need to pay is to freeze the amount so that the ban does not add any more legal fees on my arears and to keep them at a fixed amount. The Vusi guy also agreed to what Tumi was saying. So I released the car to them. On the 06 Sept 2018 I made payment of R5400.00 at the Maponya Nedbank branch in the morning and contacted Gabisile so I can send her the proof of payment. Gabisile was now playing cat and mouse and telling me that I need to speak to MFC legal department as she is not involved in doing the release form. I then spoke to her manager who advised me that I was supposed to contact MFC first prior to making payment, I told that manager that Gabisile and Tumi never said that to me. I was on the phone almost the whole day on Thursday trying to get hold of Gabisile so she can give me the release form as promised with no luck.

On Friday I went to Nedbank branch – Maponya mall and called the legal department spoke to Belinda on ********** 083 and she advised me that they need to calculate other fees and amounts and it might be that I needed to pay more than what Tumi and Gabisile had advised me. She promised to call me back but never did.

I spoke to Estelle team manger on ********** 077 and she promised to contact me back and advise me on the process and do a release form but till today Tuesday 11 Sept 2018 I am still waiting to be assisted. Belinda contacted me this morning saying that she is still waiting for calculations that involve storage fees and admin fees.

My complaint is that I am not going to pay storage fees or any added fees as I was given incorrect information from the start that there will be no storage fees as I paid the money as per arrangement and that the process is taking so long that there are now storage fees. I want my car released today. The consultants gave me incorrect information and they were not transparent with the process. I have been struggling with this matter since Thursday 06 Sept 2018 and I am not getting the help that I need as a customer.

Can someone contact me and assist me urgently, if I don’t get a call and assistance from MFC today I am taking this up with the ombudsman.