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Zan W

1 reviews | Active since Sept 2018

24 Feb 2021, 17:15

Deurmekaarspul of note - Escalation to absolutely nowhere - Frustrated with laissez-faire management style of Wesbank

Service to obtain a NATIS document for car Financed by Wesbank:

Wesbank: Team leader Lerise Swart: Kindly lift a finger to assist a client with escalations. If you need to hold the hand of the person you have escalated it to, then you should probably be that person's boss, unfortunately, the client still suffers when no-one follows up. 20 mins on a phone call just to be told the team leader has left for the day: it is 17:00, I understand, BUT: Escalation means that something is followed up on. I am stressed, I am tired and my request, despite assurances, has not been escalated. Two weeks with nothing happening. TWO WEEKS, that means 10 working days, half a month. Please tell me: what can I do from my side as a client to hold your hand to help you check up on the Escalator? I realise this sounds terribly silly, but seriously, at the moment the service I am getting is terribly silly. Reference for my call is listed.

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Replies (3)
WesBank
WesBank's reply25 Feb 2021, 08:06
Official
Dear Wes Nae,

We have received and reviewed your Hello Peter post. Our Customer Resolutions Team has logged a formal complaint which has been routed to the relevant department for investigation and resolution. 

We will be in touch with you to resolve this matter.

Regards,
WesBank Service Resolution
ZW
Zan W's update25 Feb 2021, 14:41
Reviewer Update
I get a cut-and-paste response, followed by a response to direct further requests for assistance to a *** address. Wesbank, I realise you couldn't care less, but I paid for this shocking service and you are a big company, which is why I trusted you. Big Mistake. Expensive mistake. Time-consuming mistake.
ZW
Zan W's update05 Mar 2021, 17:37
Reviewer Update
Dear Wesbank,

May I kindly ask whether you would be so inclined as to let your customers whose requests have been escalated know what is going on with their requests? I spoke to another team leader this week (of course I called) and decided not to mention any more names, as I see others also have this trouble with this service, so clearly the trouble is with your communications systems and not with the people trying to make sense of the systems. (I write, with a sliver of hope in my soul...)

Where, dear WesBank, are the NATIS docs which should have taken 15 working days to obtain?
Kindly, kindly, kindly, pretty please let me know where you are in the process? It is 4 days later with nothing but deafening silence from WesBank.

Thanks.
(I hope that I will be thankful if I get a reply.)