Extremely Poor Service from Wesbank

Good day,

I have had to call Wesbank today again after a previous call (and subsequent payment) on 28 December for an error that the made.

Please note the following relating to a change in bank details that was not actioned despite the request being made well before the debit order was due:

- 07 December 2022: An email was sent to inform Wesbank of a change in bank details with a completed Wesbank DO Amendment Form and stamped Account Verification Letter, as required. - 09 December 2022: I updated the bank details on Wesbank's online platform and the Account Verification Letter was sent via email, as required. - 10 December 2022: I received an email indicating that my request would be processed upon receipt of a stamped bank statement or stamped account verification letter. I attached the stamped verification letter again and sent it to Wesbank in the response to that email. - 16 December 2022: I received an email regarding SMSes that were sent out to authorise early debit deductions for December. I responded stating that I had not received any SMS from Wesbank to this effect and clarified that I had sent a request to change bank details for which I had not received any response. - 19 December 2022: I received confirmation that the account verification letter and Wesbank DO Amendment Form sent on 7 December (6 working days before) was "linked" and "escalated". - 22 December 2022: Wesbank debited my old bank account which did not have funds causing a penalty of R150, an email was then sent from Wesbank confirming that my bank details were amended and a DebiCheck mandate was sent to cancel the old debit order and to authorise from the new account, both of which were authorised accordingly. - 28 December 2022: I called Wesbank at 12h29 to find out why the collection of funds was attempted on the old account and why funds have still not been collected from the new account despite confirmation that bank details had been changed. I was informed that an error had occurred which was due to Wesbank's debit order processing being different in December. I was emailed Wesbank's bank details in order to pay via EFT. Payment was made on the same day and proof of payment sent immediately thereafter. - 31 December 2022: Despite no longer having a DebiCheck mandate and even though funds were paid on 28 December 2022, Wesbank attempted to debit funds again from the old account which resulted in another penalty of R150 for an unpaid debit order.

I spoke to Tamlyn from Wesbank today and despite all these service failures, I am yet to get clarity on how to escalate the matter and how Wesbank will reimburse me for the costs incurred on my account. Instead, I must download a statement from the bank (more costs) to show THEM that THEY debited funds from my account.