Outstanding Customer service provided by Tsakani Mathebula

CONGRADULATIONS TO TSAKANI MATHEBULA FOR HER OUTSTANDING CUSTOMER SERVICE

An exceptional employee, Tsakani Mathebula, in your Customer Resolution Centre. Her calm, patient manner was a great help to me when my frustration was at an all-time high. Her knowledge of the products and her remarkable problem-solving abilities are rare indeed.

Tsakani has a winner’s attitude, and I appreciate the fact that she take your customers seriously, her attention to detail and her great commitment to customer services should be commended highly. Not forgetting professional manner in which she handled my query. Continuously updating me with the progress of my query gave me a peace of mind and the comfort in knowing that I am in great hands.

BACKROUND

My car is financed by standard bank and in addition I signed up for a Motorwise insurance a few months later. In September 2020 I wrote a letter of cancellation and was provided with a form to complete, having done that and returned it on time. Since my insurance fee was billed along with my vehicle finance I was surprised to see the debit order still included the insurance fee.

I called Standard Bank Vehicle Finance department, I was told that Motorwise must refund me and subsequently got transferred to that department, I really got frustrated when I was told Vehicle finance must do the refund, when the call ended I decided to yet again call Vehicle finance department, I was told that they never received any notice to cancel debit order so Motorwise must refund me. Going around in circles and getting more frustrated I called the complaint line ***, that is when I got through to Tsakani, what a star, after narrating my story she said let me help you, I will check on our systems to verify if the notice was given and she subsequently called Motorwise and followed-up until the refund was facilitated.

Well done Tsakani, continue to be the best in providing outstanding service, am sure your effort will not go unnoticed and will put in a position for future promotions. God bless you!