Dissapointed MfC client

I am extremely disappointed with the service I received at the Nedbank Canal Walk mall branch.

I purchased a vehicle through MFC, and because the vehicle was located in the Eastern Cape, MFC and the dealership arranged for me to collect and sign the necessary documents at the Nedbank Canal Walk branch. I expected the process to be relatively straightforward.

Unfortunately, my experience with a staff member, Cailin Martinus, was very disappointing. When I arrived, she did not seem interested in hearing why I was there and immediately informed me that the branch does not deal with MFC. At the time, I was under the impression that MFC and Nedbank were part of the same group, so I was surprised by the response.

I explained that Carlo Frows from MFC had been trying to contact the branch and had even attempted to reach the branch manager. I asked if they could contact him directly to clarify the situation, but Cailin refused. I was told that the relevant staff were in a meeting for the entire day. She later checked her Teams messages and saw Carlo’s communication, but I still did not feel that there was any genuine effort to assist me or find a solution.

I was eventually told to sit and wait for a consultant who would assist me with signing the documents. I waited for some time, but after receiving very little assistance or communication, I ultimately decided to leave reason being I was on an hour lunch.And I arrived at 14H08 and exactly at 14H50 I left, the entire time that I could not be assisted only 3 clients walked in so the branch was not busy.

What made the experience even more frustrating was seeing the area marked “Branch Manager”, where several staff members appeared to be sitting and chatting, while I was struggling to get assistance. Cailin eventually walked away, leaving me feeling completely disregarded as a customer.

Having dealt with MFC previously, I have always had a very positive experience and have received excellent service. This experience was therefore particularly disappointing.

I strongly believe that Nedbank and MFC should reconsider directing MFC clients to the Canal Walk branch if the branch is not equipped or willing to assist MFC customers. Customers should not be expected to understand the internal separation between Nedbank and MFC when they are simply following instructions provided by MFC.

I hope management takes this feedback seriously and addresses the communication and customer-service issues at the branch. No customer should leave a Nedbank branch feeling as though their business and time are not valued.