No service delivery or accountability

I am a Financial Manager and recently submitted all required documentation for the refinancing of one of our company trucks. My director personally completed and signed all the necessary forms, a process that took close to an hour, considering that we currently operate four different businesses. I was assisted by Pontsho Seshabela and Matjila Refiloe from WesBank. Despite all documentation being submitted timeously and in full, neither consultant actioned the request. Both consultants appeared to be on leave during this period, and I was passed around while spending several hours on calls attempting to resolve the matter. I fulfilled my responsibilities and followed up consistently; however, no service was rendered. Today, Ms Seshabela responded via email stating that she had been on leave and advised that my director must complete and resubmit all the forms again. This is completely unreasonable. We simply do not have the time to repeat an already completed process due to internal failures on the consultants’ side. As a direct result of this delay, my director has issued a warning to our finance department and has made it clear that he refuses to complete the forms again. I am extremely disappointed and shocked by the level of service received. Ms Seshabela was on leave, so I sent the same documentation to Ms Refiloe. Neither consultant took action, despite receiving the documents before either of them went on leave. I also spoke to Abraham, who assured me that the matter would be sorted, yet nothing was done. This is unacceptable and reflects very poor service delivery. Additionally, when I requested the manager’s contact details, these were not provided. We cannot and will not resubmit all the documentation due to internal inefficiencies. I expect this matter to be escalated and resolved urgently.