Utterly Disappointed with Wesban****

After trading in my vehicle that was financed by Wesbank, I decided to refinance my new vehicle with them. I did not have any previous issues with Wesbank so I assumed that everything will go through smoothly but their terrible customer service managed to prove me wrong. I was provided with a settlement letter on the 27th September that did not include my October debit order set to be debited on the 5th. I was also reassured that my debit for the month would not go off my account. I signed my new contract on the 27th September and I was taken by surprise when my debit order still went off for the month. I contacted the call centre on the 6th October and spoke to Julian and he advised that the instalment will be refunded within 48 working hours. Despite this inconvenience, I patiently waited until the 3rd October and I still did not receive a refund. I then contacted the call centre again and spoke to Braydon who promised to expedite the matter. It is now the 4th October and I still did not receive my refund as promised. I am highly frustrated as my refund is approx. R10.000 and it has now created financial strain. The fact that there is no urgency in their response proves that Wesbank clearly does not care about their customers!!! I expected better from a company that prides itself in service instead I feel like just another number on their books. If I don't receive a response soon, I will lodge a formal complaint with the Ombudsman.