Horrible Customer Service, ******ion and general lack in recognizing that no 2 cases are the same

<p>Reference Number: ********** 0001</p> <p>Client: Mrs K E Sebate</p> <p>Contacts: ********** 991</p> <p>Email: ********** <p>Assert : MAZDA CX-7 2.5 DYNAMIC A/T</p> <p>Consultant : Mrs Bronwyn Potgieter</p> <p>Tel: +27 (0)12 ********** </p> <p>Email: ********** <p> </p> <p>The car was repossessed on the 26 April 2017, it had been arrears.</p> <p> </p> <p>It was collected and stored at Auto Pedigree Mafikeng, where contractually the client was informed it would be kept for 21 days, and if by the 19th of May it was not paid up, then it would be auctioned on the 24th May.</p> <p> </p> <p>19th May: By the date the car was paid for, and the proof of payment had been sent.</p> <p> </p> <p>22nd May: Mrs Bronwyn Potgieter confirms receipt of the proof of payment and the intent it was for the release of the vehicle. She then asks for additional documents (Proof of address, copy of driver`s license, Proof of income / copy of payslip, Proof of comprehensive insurance on the vehicle and Banking details) for the release of the car which she stipulates in the mail would be on the 23rd May.</p> <p>Communications informing the said consultant that the previous car insurance was cancelled and it would take two days to reactivate.</p> <p> </p> <p>25th May: Said documentation is sent by client as jpg’s! Consultant responds that she requires documentation to be scanned. How is a Client who is disabled with no access to a scanner or the means to get one meant to manage?</p> <p> </p> <p>29th May: Consultant has said nothing after 3 working days after receipt and a whole weekend has passed! Documents were resent as requested and client reinitiates communication asking for the location of the vehicle … Suddenly and for the very first time Mrs Bronwyn Potgieter informs client that she “still” needs to pay an amount of R500.00 due to “extra storage costs”, she demands the proof of payment before 3pm .</p> <p> </p> <p>29th May: Client expresses her dissatisfaction with the service received, the many inconvenience’s this has caused for her and the family, and now to be ******ed for storage costs when she has, as requested, paid the outstanding amount! And had been trying to get the car for the past 10 DAYS!</p> <p> </p> <p>29th May: Mrs Bronwyn Potgieter in her unsympathetic and condescending tone responds and I quote</p> <p>“Firstly, you made an internet transfer, which takes 48 hours to reflect in our account. Secondly, you decided to send your documents late, which is not my fault. We have processes to follow, should you want your vehicle back.”</p> <p>Following the rude response from a 26-year-old able bodied consultant to a frustrated Hemiplegic and at this point more than patient client of MFC, the client request the release forms and points out that she indebted to the institution for a lot more and will not scurry from R500.</p> <p>No response from the consultant!</p> <p> </p> <p> 29TH May: Again, client initiates communication, she appeals to the consultant explaining that the car was purchased because it aided the client with transportation. She pointed out that her disability was merely physical but she was mentally normal and fully understood that there was protocol to be followed and laws governing the clearly inefficient system. She asked Mrs Bronwyn Potgieter to communicate with her when she was ready to be professional because she understood things had just gotten personal. This email was signed “Humbly”, further extending to Mrs Bronwyn Potgieter who was still silent on the matter an olive branch.</p> <p> </p> <p>29th May: Again, after much frustration and further inconvenience the client who does not have a vehicle had to physically go to the bank (as she was informed that her EFT’S contribute to the delay in this matter being resolved) to deposit the “storage fee” for a vehicle that should have been released! Proof of payment was forwarded to Mrs Bronwyn Potgieter. Who responded that the client should make arrangements to collect the car the following day (30th May).</p> <p> </p> <p>30th May: After visiting Auto Pedigree Mafikeng to collect the car, the client finds out that on the 26th May the said vehicle was taken from Mafikeng Auto Pedigree to the MFC Auction House in Kempton Park 351 km’s away. Client asks Mrs Bronwyn Potgieter again about the where about of the vehicle, No Response from Mrs Bronwyn Potgieter. Client again emails the said consultant asking for the physical address of where the vehicle is.</p> <p> </p> <p>Almost an hour later Mrs Bronwyn Potgieter responds with the address. As luck would have it that afternoon there was a truck going from Auto Pedigree Mafikeng to the MFC Auction House, client arranges a lift with the driver asking permission from the manager of Auto Pedigree Mafikeng who sympathised and understood the urgency of the matter!</p> <p> </p> <p>Client calls the said agent to inform her of the arrangement and intent to collect the vehicle in question upon arrival and receives a very cold response Mrs Bronwyn Potgieter. That they would have gone home by the time the client arrived and therefore the client cannot receive her vehicle, also the next day was a Wednesday and they do not release cars on Wednesday’s as it is auction day.</p> <p> </p> <p>So, the disabled, inconvenienced client who had done everything in her power regardless of the inconsiderate treatment was now stranded, on a truck to a place where she knows no one, talking to a consultant representing the company , who clearly doesn’t care or even sympathise at the very least. Client tries to arrange with Mrs Bronwyn Potgieter if she could collect the vehicle from security. To which Mrs Bronwyn Potgieter again refused, not even suggesting any alternative arrangements as this was not an ordinary case ! She further stipulates that for the car staying overnight in a place it wasn’t meant to be transported to in the first place, the Client would be again charged for storage !</p> <p> </p> <p>30th May : In the evening around 18:00 , client arrives to find the MFC Auction House closed with no one there to assist and nothing was said to security about the expected arrival . Client who had no luggage and no prior arrangements to spend the night again is inconvenienced and forced to spend more money to book into a guesthouse and transport herself to and from the guesthouse in the morning .</p> <p> </p> <p>31st May : Client arrives early at the MFC Auction House with a family member ,who upon hearing about the occurrence drove in from Pretoria that morning. Upon approaching the receptionist, the client when requesting to see the consultant was told that Mrs Bronwyn Potgieter was not even expecting her. The client, her relative and the receptionist then witnessed the rude, condescending and dismissive attitude of Mrs Bronwyn Potgieter who after all that had happened could not even greet the client. There was a brief exchange of words with Mrs Bronwyn Potgieter about her attitude, then the release forms were signed and both parties parted on a distasteful note.</p> <p> </p> <p>Things that went wrong<br />1. When payment was received the process of moving the assert wasn’t stopped. On the 26th May it was still in the vicinity of Mafikeng but then transported.</p> <p>2. The vehicle that was no longer in arrears was moved 400 km's away, then it was casually announced that it was NOT the MFC's responsibility to return it.</p> <p>3. Upon release the vehicle was no longer in the name of its owner of 4 years but now had to be retransferred into her name, further stalling the process.</p> <p>4. By the stipulated payment deadline, the conditions of return were met, why then was change of ownership/sale of motor vehicle documents already processed?</p> <p>5. The storage costs that are being claimed from the client are ********, she had asked about the where about of the vehicle and never been informed that it was being moved. It was only after going to the dealer to collect the vehicle that was she told where the vehicle was moved.</p> <p>6. 5 of the clients CD’s that were in the player are missing and no explanation as to their whereabouts was given or how to get them back.</p> <p>7. The very life of the client was put in danger especially with the recent events in South Africa regarding the gruesome crimes against women and above all her physical vulnerability as a disabled person.</p> <p> </p> <p>It is with utmost disappointment and disgust to report MFC customer service of this kind. Getting asserts repossessed is unpleasant for both the client, as well as the service providers who have the unfortunate duty of dealing with people at their lowest. But even in these instances a mutual respect, consideration and sympathy are necessary. This case is evidence of someone who was negligent, stoic, condescending, unapologetic and rude.</p> <p> </p> <p>The circumstances that lead this 56-year-old disabled women to be stranded in an unfami**** town at a time when crime is strife in South Africa where beyond her control and if anything required whoever was dealing with her to handle the case with understanding and diligence. After 4 loyal years with Nedbank this is not the kind of treatment that the customer deserved, there had been no history of being unfaithful in her payments before this. Lastly in our beloved South Africa, we believe in Ubuntu and Respect for the elderly no matter their walk of life , two things which in their interaction this 26-year-old consultant lacked .</p> <p> </p> <p> </p>