Terrible and Unpleasant Treatment

To whom it may concern,

I am extremely upset.

I have been retrenched due to the Coronavirus. I requested for a payment relief on my account for my car. I initiated this request on the 5th of May. Clearly, you were giving me incorrect details, so I'm not sure where exactly my information is sitting. On 16th May, I spoke to Nothando who asked me to fill in an addendum and send it through to ***. I did that immediately hoping to avoid any unnecessary delays. On 18th May, today, I called through again to make sure my documents were received and find out where it was in the process. I spoke with Tholoana. She told me that my request was APPROVED. I was happy. She then asked me to fill in an addendum and send it through. I asked if it was not the same addendum I sent through on Saturday. She said no. When I got my email from her with the attachment, I realised that it was the same addendum I sent to WesBank on Saturday. Nevertheless, I re-sent the document. I also made sure I adhered to the rules in terms of what needed to be in the subject line, i.e. only the account number. I called through again, just after 11am today, and spoke to Cheryl. Cheryl told me that my request was NOT APPROVED. I was surprised because I could not understand why it was taking this long as I had initiated process a long time ago. I tried to explain to Cheryl that I had been retrenched due to the virus and come 28th of May I may not have money in my account to pay the debit order. Hence, my request for the relief. Cheryl told me she could not tell me when it would get approved and I must wait until the end of next week. I tried to explain to I tried to explain to Cheryl that that was not possible as my debit order was scheduled to come off on the 28th of May. I asked for an approximate date when I would actually hear from wesbank. She said she could not give me a date. I asked to speak to a manager but she went on to explain how she was dealing with the relief cases. I repeatedly told her that I was grateful for her assistance but that I needed help urgently and that it was not my fault that there was a delay. And, that I'd been given the runaround since the 5th of May. When I asked to speak to a manager and I said that I would complain on Hello Peter, she put me on hold INDEFINITELY. I am retrenched and without a job. The calls I make to wesbank for my own cost and I cannot afford to be on my cellphone for such a long time. This is extremely unprofessional behaviour from an institution that I've been with for so long. I feel so disrespected. This is my second car with wesbank. I don't think my third will be with you AT ALL. During this difficult time we need institutions like yours to be there for us and let us know that everything will be ok. How can I trust you when you won't even help me for something so simple during a diet time. I get wrong information and then run around and being cut off and put on hold indefinitely. I would never in the future willingly want to be a part of wesbank. Very disappointed. My sister seems to think that I will now be punished for sending this email and my request will be pushed to the back of the queue. I am choosing however to have faith that someone will help me. Waiting until the 28th of May for my request that I need initiated on the 5th of May is simply NOT ACCEPTABLE. I want a reason as to why I'm being ignored and why I was put on hold indefinitely. Times are tough for everyone and this is when institutions like wesbank needs to put their best foot forward.

Also I find it extremely shocking that no manager is available to help me or talk to me. Are all managers on a permanent break now? Why do I constantly get told that no managers are available to talk to me? Must be nice for staff to have no want to escalate an issue to. Please note I'm going to social media as well. This is ridiculous. Regards, Samantha Gounden Acc no. ***