Shambolic finance application process

Dear Wesbank.

I would like to complain about your completely shambolic vehicle finance application processes Approximately 2 and a 1/2 weeks ago I recieved an SMS from Wesbank reminding me that my balloon payment would soon be due and asking me if I would like to apply for refinance via the website link that was sent out. I was promised that the application was "quick and easy" I went to the link provided and entered in my account number. The website told me that my account could not be found. I contacted support and after several emails back and forth I was told that the wrong web site url was given out. I was given a different one to follow which can only be navigated to by going back into the emails and looking for that particular link. There is no way to get to that particular application link from the client facing Wesbank web site. Anyways 2 saturdays ago I completed the appplication and and uploaded all my documentation. And then I waited, and I waited. Finally on the thursday someone phoned me from Wesbank to "remind me that my baloon payment would soon be due and asked me how I intedended to settle it". I told them I had already app**** for refinancing but as yet no one had contacted me . She then said "oh yes I see your application on the system" . She then asked me why I did not just ask for my contract to be extended as this would be a much easier process than replying. I told her no one had presented that option to me before. She didn't know why but said seeing as I had app**** for refinance I might as well continue down that route. She told me she would contact her colleague , Karen, to process my application. I was cc'ed in an email to this Karen, which was again promptly just ignored. On monday I rep**** to this email asking why my application was not being taken seriously and if they didn't want my business just say so instead of wasting my time. Again no reply. It was only after I had gone to publicly complain on your facebook page that my application process was attended to. I was asked by Karen if she could call me to confirm a few details. I responded that she should send me an emailing detailing which details needed to be confirmed and I would respond via email so there is a paper trail documenting that I did indeed provide this information as I have no faith that my application will not just be ignored again with someone telling me they are waiting for details to be confirmed. Anyways Karen decided that I wasn't really being serious and decided to phone me anyway, while I was at gym and in no position to answer loan application details. After that I just gave up

Honestly, the only reason why I app**** for refinance with Wesbank was because I was sent an sms telling me the entire process would be "quick and easy". What a joke. I had intended to just go to my bank, Standard Bank to apply for finance and I wish I had because by now it would have been sorted. It should not be the client's job to micromanage loan applications and hold someone's hand to ensure that it gets done

This is absolutely shocking service and I want management to be aware of the completely frustrating and unhelpful process that is the reality of this application process , very far from what is promised by your marketing team.