Facilitation Fee Refund on Private Car Finance prior to 2020

A request was submitted to Wesbank in March 2022 in regards to the facilitation fee refund on private car finance prior to 2020. It was clearly stated that the facilitation fee was paid in cash and did not form part of our finance deal however we are still due the refund. A Lerese Swartz from your contact centre contacted us via email and advised that we are not due the refund. Rep**** and explained to her that we paid this in cash and we are due the refund. Provided her a full email trail of when the transaction took place even the proof of payment for the facilitation fee. She rep**** and stated this will be looked into and she will revert. This was on the 10th of March 2022. We have not heard from her since. Follow up emails have been sent but no reply as well as telephonic calls to the contact number on her signature however calls go unanswered. Extremely disappointing service from this individual and Wesbank in general as i have financed a few cars over the years with Wesbank as well as my current vehicle.