Refinance Challenges

At the end of July my car finance period expired, with a residual balance remaining. I app**** online for refinance, uploaded my documents and was given a reference number.

End August there was no debit order on my account so I went online again with my reference number and it said I needed to KYC documents needed to be uploaded which I proceeded to do.

In September I went online and again it said KYC documents needed to be uploaded. I sent an email to service@wesbank asking for assistance. Marsha Tshimbei contacted me and took my reference number and said she would look into it and contact me. I did not hear from Marsha.

In November I was contacted and told that I would need to decide if I was going to refinance, pay part or full settlement and that I would be contacted the next day to take it forward from there. I continued to make payment to the account despite this not coming off my capital and seen as a default payer, which I assume will knock my credit rating.

I2 December I was contacted by Batsetsana Shongoane who told me I had not app**** for refinance and I was in arrears. After we got the phrasing of that statement to not sound like I was lying, Batsetsana gave me her email address where I would need to send my documents and Nowabisa would contact me. I sent the documents 13.12.2018.

19 December I sent an email to Batsetsana to advise that I had not been contacted as yet. I then proceeded to phone the direct number for Batsetsana and have spoken to Asha, Ricardo, Nthabiseng and Irene who were unable to assist in locating Batsetsana. I was then put thru to Petronella Chetty as a line manager and unfortunately I went back to the automated answering service where I had already put in my ID number 5 times.