Very Poor Service and no feedback

I’m in the process of purchasing a car from we buy cars in the Port Elizabeth branch but I am in Cape Town.

My allocated lady financial consultant is not providing any service to me, I need to go via a sales executive (a man) to get to her.

Her preferred form of communication is WhatsApp, and I told her that I preferred all communication to be on email. She has since stopped communicating and responding to my messages, calls and emails and I always contact the sales executive to get her to respond.

I informed my financial advisor of my intent to purchase the vehicle, and I gave permission in writing for him to communicate with her on my behalf. He then asked for information from her so I could get a better interest rate than those that she got, so that the OTP could be amended, but she completely refused him access. She had her PA call me to tell me that they’re not allowed to have financial advisors involved in such things, only the client.

My understanding is that the whole point of having a financial advisor is to ensure that you make good financial decisions, but this lady blatantly refused, is that allowed?

It was at this moment that she told me that the car had arrived at the Cape Town branch and forced me to collect it immediately even though I haven’t signed anything from the bank, saying that she’d lose her license if I don’t collect it ASAP, but no one had informed me that I had a certain amount of time to collect once the car got to Cape Town.

We asked for amended quotations from her, but she has gone AWOL, never responding to any requests. I paid the cost of transporting the vehicle to Cape Town, and I also paid the refundable reservation fee of R5000 and informed the sales executive that I’ll only collect the car when the registration has been concluded, hence it was surprising for the financial consultant to force me to immediately collect it (which immediately raised red flags to both me and my financial advisor).

I have expressed to her that my intentions of buying the car still remain very high. I assured her that I will be taking the car, but I wanted my financial advisor to be part of the financing process of the car, but I’m being ignored at all costs.

I am now at wits end with no direction, I don’t know who can assist with this frustrating dilemma. I don’t know where I stand at the moment. To say I’m disappointed would be an understatement.

Please Help.