Poor Service from WesBank

From: Mr. HC Burr-Dixon (ID: ***) Date: 11 January 2020 Contact detail: Cell *** On the 20 December at approximately 12H50 I visited Standard bank (Witbank Die Heuwel Branch) to assist me to settle my WesBank Motor Finance account at FNB (WesBank Motor Finance). My land Rover Discovery was purchase on a lease agreement (Balloon / Residual) and I had to settle the outstanding amount of R239,684.65 on the 31/12/2019. A Standard bank consultant – Charmaine Mavuso, assisted me. She requested and assisted me to do an EFT from my cell phone to FNB (WesBank Motor Finance) but we were unsuccessful with the attempts. Charmaine also contacted the Standard Bank card division for assistance with the transactions. She assisted with cell phone transfer transactions but also failed. Other Standard bank employees also assisted Charmaine with my request. She proposed a transfer outside via the OTM but due to the long period standing outside waiting for the OTM machine we agreed to do an internal transfer between Standard bank and FNB (WesBank). Charmaine contacted the card division again for assistance. The transaction was done after receiving an approval code from the card division. Charmaine requested proof by the card division and according to the card division, the transaction was not successful. Charmaine requested several times with card division to ensure and check if the transaction was successful but card division confirmed again the transaction was unsuccessful. Charmaine said she would follow up again with card division and give me feedback. I left Standard Bank. Charmaine contacted me on the 20 December at 16H21 and 16H32. She informed me that the card division again confirmed that the attempted transaction between the 2 x banks was unsuccessful. She also received an E-mail confirmation from Standard Bank card division as proof. Charmaine received feedback from Standard Bank card division on how we should execute the transactions to WesBank. Charmaine instructed me to make 3 x cell phone transactions as she did create a beneficiary for me while I was inside the bank. I was instructed to pay the following 3 x amounts to FNB (WesBank Motor Finance) (R79894.88 x 2) and (R79894.89 x 1) The transaction refused the second R79894.88 as I am not allowed to do the same amount transfer the same day. The amount was then changed to R79894.90 and the payment was successful. I thanked Charmaine for her assistance and to ensure that my FNB account was settled on time as I was going on holiday and would not have time to do the payment before the requested deadline. On the 21 while travelling to the south coast, I stopped to re-fuel my vehicle. My transactions was declined. I logged into my Standard Bank account and realized that the transactions was deduction double from my credit card account. My account was now overdue by R-32,000.00. I contacted the card division immediately for assistance but they could not assist me. They said they will E-mail me a document that I need to complete and they will investigate the matter within 10 days. As I was on holiday, I did not travel with my Laptop, as it is the property of my employer. I received a service request from Standard Bank on the 23 December 2019 at 09H44. Service number = *** This came as a huge shock to me and most certainly spoiled my 7 days holiday with the family. I was dependent on family members for financial support for the duration of my holiday, which was rather an embarrassment. I also contacted Charmaine at Standard Bank Witbank branch on the 21 December 2019 at 11H27 informing her about the double transactions from my credit account. I was informed that the transaction would be stopped and reversed within 2 days. I followed up again with Charmaine and she contacted me again confirming the transaction will take 2 days and the money will be back in my credit card account. I did follow up with Standard bank Witbank from the 23 December 2019 until 30 January 2019 again for assistance. Still waiting for any positive commitments or deadlines when my money will be refunded into my credit card. On the 30 December 2019, I visited Standard Bank and asked Charmaine for feedback and why I am still waiting for my money. She tried to contact the Standard Bank IT division for assistance but the telephone was ringing only. Charmaine’s team leader (Rikhotso Rirhandzu) suggested that we visit FNB and discuss the matter with them. We contacted WesBank for assistance. The WesBank help desk assisted us and confirmed that the settlement amount of R239, 684.65 was paid double. She then requested proof of payments to be send to her at (***). She informed me that the response time would be 48 to 72 hours. The FNB consultant Jaundri Durant assisted us by scanning the four proof of payment documents and send it via E-mail to Wesbank. This was done on the 30 December 2019. Wesbank requested additional information from FNB (Mr. Durant) which he send to WesBank on the 31 December 2019. I also received a message from WesBank on the 30 December 2019 with the e-mail address we need to send the proof of payments to (***). I personally followed up via E-mail to Wesbank on the 2 January 2020 regarding the above matter. No response received from Wesbank. I again followed up with WesBank on the 3 January 2020 (***) but no feedback received. I did receive an e-mail read receipt when Wesbank actually read my e-mails. I decided to call WesBank again on the 3 January 2020, as I was not getting any response or feedback from WesBank. Called WesBank enquiries and was assisted by Dineo Mokoena. She informed me that nothing has been reported at Wesbank regarding my problem and or request to refund me the double payment. I again send her all the proof of payment documentation for assistance. Charmaine from Standard Bank received a Request *** after following up regarding the outstanding payments. Dineo Mokoena from Wesbank confirmed receiving all the documents and proof of payments from me. I now have to wait another 48 to 72 hours before Wesbank will action my request. On the 08 January 2020, Standard Bank again requested WesBank to assist with the payments due to my travel and work commitments. I personally also responded on the e-mail to all involved (Standard bank & WesBank) but no feedback received. The matter has been reported to WesBank more than 48 working hours ago. I am fully aware of systems and procedures that needs to be adhered to by the institutions but surely there are some incidents that requires urgent attention. This matter is extremely urgent and important for me due to my travelling arrangements and work commitments in China as from the 12 January 2020. Proof of my itinerary has been communicated to both Standard Bank and WesBank. This is not acceptable for me as a loyal client and I hereby request Wesbank to resolve this matter urgently. I am travelling to China on the 12 January 2020 for business and need my money in order to cover my expenses abroad. I have been a loyal WesBank and Standard Bank customer for many years but with this type of behavior and service, I will surely consider moving my business elsewhere in future. To date I have not received any progress feedback from WesBank – POOR SERVICE On the 09 January at 10H45 Standard bank contacted me and requested me to make contact with WesBank in order to get feedback regarding the refund. At 10H50, I did contact WesBank and Mr. Z Abrams assisted me. He informed me that the refund approval has been done on the 9 January 2020 and the money will be paid into my Standard Bank account. He informed me that I need to allow approximately 12 hours for the money to reflect in my account. I responded via E-mail to Standard bank and WesBank informing them all about the feedback I have received from Mr. Z Abrams. On the 10 January 2020 I have requested Standard bank to follow up with card division as my money are not reflecting in my account yet and as promised by Mr. Z Abrams of WesBank. Charmaine Mavuso from Standard bank assisted me and confirmed that the refund has not been done from WesBank. She informed me to contact WesBank and get clarity on why it was not refunded on the 9 January 2020. WesBank customer services consultant Lauren Padiachey assisted me at 09H50 on the 10 January 2020 and my case has been escalated to the team leader for approval. I requested assistance from the team leader personally in order to avoid another empty promise. The team leader Anita Andrews assisted me and said the payment back to my account was not approved yesterday as promised by Mr. Z Abrams and she will assist and get it approved today. The call was ended at 10H07 as she will request immediate payment to Standard bank and then call me back to confirm. Team leader confirmed at 10H30 that a quick payment from WesBank will be done to Standard Bank on the 10 January 2020 and my money will be available immediately. I did explain the importance of the refund due to my business trip arrangements to China on the 12 January 2020. On the 11 January at 08H50 Standard bank confirmed that the funds on R239, 684.65 has NOT been transferred into my Standard bank account as promised by WesBank. We contacted WesBank and Lauren Padiachey assisted me. Again, she informed me that my case has been escalated to the accounts department. I requested to speak to her team leader but after 35 minutes holding the line the call was terminated?? We called WesBank again and consultant Kabelo Heje assisted us. He also said the refund has been send to accounts for execution. He asked Standard bank if they can reverse the payment but Standard bank said no it is not possible. Kabelo said his supervisor Branley Pillay is currently busy contacting people from the accounts department for assistance. Standard bank confirmed with Kabelo that they would follow up within an hour and give me feedback. This has gone too far and I had enough of the false promises from WesBank. I am traveling within 24 hours and I now need to make alternative arrangements to cover my travel expenses abroad – not acceptable. WesBank are not allowed to create false impressions by promising the clients they will be refunded at a certain date and it is only lies once again.

(HC Burr-Dixon WesBank Account number: ***)

Regards: HC Burr-Dixon