Initial complaint still not attended to

This is now my second review on Hello Peter for Wesbank since the 22nd of July and I have not gotten any further with my complaint, on the contrary, it is now an even bigger mess.

After posting my first review I received a call from Michelle, I unfortunately missed her call and phoned her back the next day, I was told that she is looking into the matter and that she would phone me, I am still waiting for said call.

I then received an email from Sallie Wiesaal on Monday the 27th , not at all attending to my complaint, I do not even think it was read to be honest, telling me that payment relief had been granted for May, June and July, after I clearly in my complaint and in every email before that stated that I wanted relief for April, May and June. Further stating that I was liable for the arrears interest and the instalment that I, according to them, missed in April and that "when the unpaid debit order was returned to Wesbank arrear interest was calculated on the arrear amount of R5276.76 daily, capitalised.". This after I have email proof that the relief had been approved on the 21st of April, for April, May and June.

I was also told that "After the restructure there will be 5 interest entries and 5 instalment entries: 1 for the Asset-based loan, one for the Warranty and one for each of the AOD relief loans."

When checking my statement on the 22nd, apart from the arrears interest, I was charged, interest, UFC restructuring, NCA service fees and even though I was supposedly granted relief for May, June and July it still shows that I had unpaid debit orders for these months. As stated in my initial complaint, no one at any call centre could explain or assist in the matter.

After receiving Sallie's email I emailed back with the following: Good day Sallie

I did not apply for credit relief for the months of May, June and July. Every email I have sent clearly stated that I want to apply for credit relief starting from the end of April 2020 starting from the first email which I sent on the 16th of April 2020.

I also phoned Wesbank on the 15th of June and spoke to a consultant who was supposedly going to rectify the mistake in the first place and send me proof on the 21st, needless to say I am still waiting for the email.

I also received numerous addendums where the dates were such a joke I could not even make out what it was supposed to say, I also have email proof of this.

I will not pay interest on arrears amounts after my credit relief was approved for April, May and June as I requested and received a reply on the 21st of APRIL stating that my application for relief had been approved and sent back the addendum on the 24th of APRIL.

Your email unfortunately did not solve my complaint in any way whatsoever. I clearly stated that relief should have been given for April, May and June, also that it had been approved in April, on black and white and that I did not get ANY notice that I was supposedly in arrears, I also requested an answer as to why no one in any of the departments of the call centre could assist or answer simple questions.

As I have stated many times, I have emails to back up my end of the bargain so simply changing the months in which the payment relief had been granted to charge me extra interest AND affecting my credit record will unfortunately not be acceptable.

If you want to assist further I will gladly send you the above mentioned emails and all correspondence between Wesbank and myself. If not, I will post another complaint on Hello Peter until this mess is sorted.

Regards

And then received this reply: Good day

Thank you for your email response.

Kindly make a manual payment for the instalment due in July 2020.

An sms has been sent with our banking details.

Once the relief is done we will arrange for the arrear interest to be reversed.

Your debit orders will go off from August 2020.

I then made payment, forwarding the POP to her and asking for proof of what was corrected on their side. I did not receive any reply.

To my unpleasant surprise when checking my statement this morning, Wesbank charged me a further R8425.53, this is now apart from all the UFC restructuring charged to my account in the previous months, 6 charges for restructuring as follows: 2020/07/30 UFC RESTRUCTURE R 138.02 2020/07/30 UFC RESTRUCTURE R 136.08 2020/07/30 UFC RESTRUCTURE R 134.38 2020/07/30 UFC RESTRUCTURE R 262.17 2020/07/30 UFC RESTRUCTURE R 5,243.82 2020/07/30 UFC RESTRUCTURE R 2,511.06

I then tried to phone Sallie on the direct line as given on her email. First she was busy on another call, I left my number for her to call me back. When phoning again for a second time after not receiving a call I was then told that she was in a meeting but the message was given to her and that I should wait for her call. I proceeded to email her with all my complaints and also said that I am expecting a call from her by 11:00am, it is now after 12:00 and I received the following email: Good day

I acknowledge receipt of the below email

I will investigate the UFC chargers and revert with feedback.

Kindly note the payment you made will only reflect within 48 hours.

This was the reply to the email I had sent her after phoning twice and emailing her so it seems that I am again dealing with yet another Wesbank employee who I will never get a hold of to sort out the issue at hand and in the meantime I am being charged more and more, after paying my instalment I now owe even more than I did when receiving my settlement letter on the 24th of July.

Here is also the email that I sent Sallie after not being able to reach her: Good day Sallie I phoned your direct line twice today, first I was told that you were on another call and would phone me back, phoned again and was then told that you are in a meeting. I emailed through proof of payment yesterday @ 6:33am and received no reply from you , when checking my statement today I was charged UFC Restructure 6 times in one day for this month which adds up to a total of R8425.53, how is this even possible?. This does not even include the arrears interest and everything else I was charged for as well. I am in the process of settling this vehicle and I need this to be sorted so that I can get an accurate settlement balance, I will not pay unnecessary fees charged. Especially not restructuring of R8425.53 for a month which I did not even request credit relief for and paid my instalment, this has now been an ongoing issue since April and I am still struggling. Again I have held up to my end of the bargain, paid my instalment as I was instructed to do by you and now I am struggling to get a hold of you or anyone else at Wesbank who can now sort this once and for all. I want this sorted out today, as I informed your receptionist/switchboard, if I do not receive a call back from you before 11:00am I will post another review on Hello Peter and I will do so until this mess is sorted, I will also not make another payment as it seems the more I pay the higher the settlement is and the more charges are added onto my account. The settlement at this stage is not even R2000.00 difference from the price I bought the car for initially, this after paying from October 2019 up until end of March 2020 and paying a deposit on the day of purchase. Regards ***

I am waiting for someone to phone me who can answer each of the questions and issues I have stated above and get them resolved. ***