Financed faulty vehicle knowingly.

Good day

I would like to share my unexpected dismay at the level of service or lack thereof or customer satisfaction or interaction and engagement from Wesbank.

I recently purchased a used vehicle from a dealership in johannesburg through asset finance via Wesbank. Within 4days of receipt of the vehicle, I recognised numerous faults with the vehicle and decided to lodge a dispute with Wesbank as i was not receiving any assistance from the dealership from whom i purchased the vehicle.

The faults detected were as result of certain functions on the vehicle not being operational. After failing to obtain any assistance fromthe dealership, i then decided to make contact with Wesbank, and decided to go to the local branch to enquire as to how i go about obtaining assistance from Wesbank as the vehicle was purchased via their institution through the vehicle dealership.

Upon attending the local offices of theirs, i was pointed to a telephone and not an actual person, as their staff were said to all be working from home, this being in late June.

I then proceeded to call and after much pillar to post, eventually ended up at their customer service department. They then proceeded to assist me in lodging a dispute and issued me with a reference number several days later in confirmation.

I then received notification the following week to confirm that they were busy investigating and they would be communicating with the dealership where I had purchased the vehicle.

On the same day i received an email from a consultant to state they were busy investigating the matter and would revert in due time.

I then received a phone call from the same consultant to say the dealership was ready to repair the vehicle and if i decided against this i would be liable for cost if repairs required.

I was in total disbelief and shock. I had prior to this in and amongst my communication with the dealership noted that i was not prepared to let the vehicle leave my care, as my insurance on the vehicle would not cover the vehicle if it left my care out of my city where I reside, or province. The dealership proceeded to wash their hands off myself and the faulty vehicle.

I upon receiving the call from the wesbank consultant reiterated thati had communicated with the dealership and that i had told them that the insurance would be a problem to which they stated they would cover loss and damages in the event of it, however I requested this in black and white which i have not received to date. Having said this the wesbank consultant proceeded to say they as an institution would not be able to assist me, and if i opted not to send the vehicle out of province for repairs i would be liable for the costs and repairs.

I was shocked. Please note that this was within 2weeks of receiving the vehicle and having drove it for 4days after receiving it from the dealership.

Up to date no feedback or assistance was provided by Wesbank, and so i decided although very pecu**** from such a big organisation, i proceeded to take the next step by contacting the vehicle Ombudsman. Wesbank has failed to assist me, abd us awaiting my outcome from the Ombudsman and is void of assisting me as their client, and has failed to highlight that their dispute resolution doesn't exist and is limited to just a reference number for acknowledgement purposes only. With the initial and only response from the consultant, they have advised me to Continue paying for the vehicle and no other advice or assistance is available.

I drove my new vehicle for under two weeks, and to date the vehicle is being paid for but no vehicle almost 3months later.. Only to service my installments and insurance no other help.

I am basically paying for something i purchased and didn't even get to use for a month. Wesbanks failed customer protection processes or satisfaction or non existence thereof, make me wonder how many other customers have been duped into purchasing a vehicle which was oushed through vehicle asset finance without being roadworthy. Surely these processes are for the customers protection and not just the institutions which this seems to be. Either im being purposely prejudiced as a new customer of theirs for some reason, but even a required roadworthy certification in order for the vehicle to be financed does not seem of importance even though they allege on their website that they finance on strict guidelines to protect their customers.

The consultant seems to be in cahoots with the dealership and also seems to be not dealing with my dispute only but also with the dealership who wesbank assigned an independent consultant to for the purposes of the dispute and to be void of any biased or statements like i received in response to purchasing and unfit vehicle.

I have also called to obtain details of a sakes manager or someone with authority but have been blocked with feeble excuses.

I have left financially handicapped by both wesbank and the dealership. Im stuck paying for an asset used for a few days and no assistance or resolution in sight.