Poor service

On 8 May 2025, I sent outstanding documents to Terrance via e-mail regarding my application for credit facilities.

I followed up with him on 15 May; no reply.

On 16 May, I contacted the call-centre and was advised that there is no credit application.

I telephoned Terrance that day and he said that correspondence was received from credit and both he and Leon sat down and prepared a response (which had already been submitted by them) back to credit and that they were awaiting a response from credit. He said that he would phone me back in 3 - 4 days. He didn't.

I phone Terrance on 08:45 this morning on his cell phone. Call rejected.

I phoned Sindy at the Small business branch at 13:11, who said that she spoke with Terrance (while I was on hold) and that Terrance was on the phone directly with credit about my application. She said that Terrance would phone me back in 20min. He didn't.

I phoned Terrance at 14:01. His cellphone rang until disconnected. For the first time I hear that Terrance has been in training all day, despite Sindy telling me, having checked Terrance's status on some or other database that he was "available" and that Leon was working remotely today, but available.

Terrance sent me a WhatsApp message where he says that he cannot speak to me because he's on training. I telephoned Leon on his cellphone. It rang until the call terminated.

My complaint is simply this - I can never get ahold of anyone to ask the progress of my credit application. When I phone the call centre, which I did this morning at 08:46, I am advised that there is no credit application which has been made by me.

The only person who tells me that my credit application is in the works is Terrance - having last told me this on Friday 16 May. Thereafter, as mentioned, any attempt by me to get hold of Terrance has been unsuccessful.