VWFS - Cold and Unsympathetic Treatment

I was called this morning by your VWFS Collections dept. and was greeted by a gentleman, who provided me with his name, however due to the line being unclear I was unable to remember his name. I make reference to my telephonic discussion with the respective Credit Control c/o VWFS / Colserve as follows: - I was asked if I was the correct person, which I agreed to, then followed the security questions - This Credit Controller then informed that it’s come to attention that my payment was not received based on my payment arrangement. - I then informed the Credit Controller that I am a self-employed individual, and was reliant my clients payment to reflect and I will facilitate an immediate eft to VWFS. - This Credit Controller went further to tell me that my payment arrangement is no longer (this being a few days late) and that I need make a new arrangement and it was going to much more as this is my penalty, and in no uncertain terms if this is not adhered to, my car will be repossessed. - I was really disappointed in this Credit Controllers condescending unsympathetic and cold attitude towards me. - Irrespective of his attitude, I requested if the original payment arrangement of R7000 per months can still be maintained, he refused and instructed me that I will have to pay R7800. - He was just adamant and impolite, that showed no feeling whatsoever to a person’s plight. Being an avid VW and VWFS’S Client respectively for a number of years, owning and having financed in excess of 12 VW cars, I have to enquire if this cold and unsympathetic the new collection manner for VWFS’s to treat their loyal clients that have been affected due to Covid Lockdown and post the lock down. I am still reeling from shock and disappointment as to how the respective Collections Agent treated me today, and won’t wish this sort of treatment on anyone, the question I asked myself is this what’s referred to as the New Normal in terms of “Customer Centricity”.