Poor Service response from Wesbank

I app**** for vehicle Finance with Wesbank on 20 May 2020. I understood that this was still during Level 4 lockdown and that the service response would not be as good as normal. I received an approval and waited until Level 3 Lockdown (12 days later) before trying again to contact Wesbank for a follow up.

The Service Desk agent informed me that the request would be escalated and attended to however I had to wait a further 2 days for the official quote to be sent. Upon receipt of the quote I noticed a number of errors and changes that would have to be made and tried to contact the Wesbank representative as indicated in the email that was sent with the quote. I never received any response from his email or direct phone number that was listed in the email. I do appreciate that several companies are working from home but do expect that productivity for a company of this size would not be affected in this manner. I phoned the contact Centre again on 4 May 2020 and was informed that the manager of the representative was contacted, and that the manager confirmed that I would receive a call-back on 5 May 2020. This did not happen either.

I tried to make contact again via email on 8 May 2020 and tried to phone the call centre on 8 and 9 May 2020 without any success and cancelled the call after holding for more than half an hour!

I am a long term client of FNB and we are currently being motivated by FNB to make use of Wesbank for vehicle finance however with this level of service I am really concerned about their ability to deliver any service. It seems now as if Wesbank just supp**** an error-ridden quote to be able to say that it was supp**** however no effort is made on their side to do any follow-up or to try and address any of my efforts to contact them.