POOR POOR Service

I am now at my wits end and after countless calls (At least 10) to Wesbank (DirectAxis) Call Centre and speaker to at least 7 Call Centre agents have come to this platform to try and resolve my issues.

Account Number: *** Nedbank has assisted with consolidating my loan with Wesbank and after calling to find out why the account was still open and Wesbank debited my account with another instillment, I was given the option to either reverse the debit myself of for Wesbank to reverse the debit. I opted to do it myself as the reversal of Wesbank side would take 10 working days, according to the Call Centre Agent. I was told that I need to send proof of payment for the account to be closed, I requested the letter from Nedbank and forwarded to Wesbank and called again to confirm that the email and letter was received. When I called and spoke to the 5th person, I was told that Nedbank Short settled the loan and that there was an amount outstanding for +/- R390 and that I was not supposed to revere the debit. Obviously, I would not have reversed the debit, had I known there was still an about outstanding. The Wesbank agent also failed to even bother telling me this. The agent told me that she would send me another settlement letter, which has now grown to R1,459.40. Basically, the stuff-up now costed me an extra +/- R1000. I paid R1500 into Wesbank account based on the Reference on the settlement letter. A few days later I received a refund, and the account is still not closed. I called again and the Call Centre agent told me that she could see the payment and reversal but could not tell me the reason for this. The agent said she had to escalate the issue and that it would take another 10 to 12 working days to resolve. I cannot understand why something as simple as a settlement of R1,459.40 on the second request had to be escalated? I asked the agent to speak to a manager and was told that a manager would call me back the same day…this was a few days ago and I’m still waiting. The service from Wesbank has been pathetic and I would like to request someone at Wesbank, who is capable of resolving my query to please give me a call on ***. This ordeal has caused me nothing but stress and ruined my December holiday.