Vehicle Change of Ownership

After I settled my account, I sent an email requesting a paid-up and I also asked for the car papers to be sent to my nearest FNB branch. The response I got was that my area has been identified as the area where clients encounter problems when they are changing vehicle ownership on their own instead I should send my certified ID copy and pay R362, and they will do the change of ownership on my behalf.

I was shocked by the response because in my email I clearly stated what I would like to do. When I called the call centre the sweet lady explained their response but I asked her why VWFS personnel do not encounter any problems when they are changing ownership on their clients behalf, she said it is because they have a system where they communicate with licensing department people. I asked her why they don’t write a note for their clients that explains that they recently changed their proxy number which it may not be updated on the license department, she asked her team leader and the team leader arrogantly said they won’t do that because it is not VWFS fault that there is a misalignment with proxy number with the licensing department.

I persisted on changing vehicle ownership on my own and the car document were sent to my nearest bank free of charge and I paid R204 fee for change of ownership instead of R362 fee (R158 less) they requested if they were doing it on my behalf. The process went smoothly.

In solving the proxy number misalignment with some licensing department, why VWFS chose the solution that is costly to their clients?