Terrible service

My experience with WesBank has been extremely frustrating and disappointing.

My bank, FNB, settled my loan with WesBank on 24 February, yet on 27 February WesBank still debited my account. Since then, I have been trying to resolve this issue and get the money refunded, but the process has been incredibly difficult and unprofessional.

I have spent countless hours calling the call centre and sending emails, only to be told different things by different agents. Each time I call, the agent tells me that the documents I submitted are incorrect — even though those same documents were specifically requested by another agent previously. I have also been told that I sent the documents to the wrong email addresses, despite those addresses being given to me directly by WesBank staff.

To make matters worse, no one responds to my emails, which forces me to keep calling the call centre just to get an update. Every time I phone, I receive the same vague response with no real progress or assistance.

All I want is a simple resolution: refund the money that was incorrectly debited and close the loan account that was already settled by my bank.

It is extremely frustrating that FNB and WesBank are part of the same group, yet WesBank seems completely unaware that the loan has already been paid. The lack of communication, accountability, and proper customer service has been shocking.

This experience has been unnecessarily stressful. I expected far better service when dealing with a major financial institution.