Poor Service - Getting Fianance or a Natis Certificate

I am writing this letter to express my deep disappointment and frustration with the shocking level of service I have received from WesBank. As a customer who has recently interacted with your company, I feel compelled to bring to your attention the utterly atrocious service I have experienced throughout my interactions.

Firstly, I app**** for vehicle finance through your platform, and the experience was nothing short of a nightmare. The finance application app consistently crashed during every attempt, leading to extended delays in processing my request. It took an unacceptable time for each request to be actioned, leaving me baffled and incredibly frustrated. This blatant lack of technical reliability and slow response time is far from what one would expect from a reputable financial institution.

Even after persevering through the technical issues and finally receiving a quote or contract, my attempts to seek clarification on a couple of items within the contract have been met with sheer negligence. I had made attempts to contact a consultant telephonically to gain the necessary clarity, but I have been left waiting without any response whatsoever. This extended waiting period during a critical stage of the process eventually compelled me to abandon the finance option and pay for the vehicle in full. The fact that WesBank seems unfazed by such delays suggests a disturbing lack of commitment to customer satisfaction.

Furthermore, I recently initiated a request for my Natis certificate in order to sell my old car. The request was submitted on Monday, 31 July 2023, at 09:59:03, and to my absolute disbelief, I am still awaiting its processing. This inexcusable delay has resulted in the loss of interest from a buyer for my car. It is disheartening to realize that even the licensing department, often characterized by inefficiencies, is outperforming what WesBank claims to be a world-class service.

This level of service is not only unacceptable but also damaging to both your reputation and your customers' trust. I urge you to take immediate action to address these concerns and improve your service delivery.