Very Poor Customer Service

Very Poor Customer Service

Complaints department

My Name is Dumisani Sibeko (***), I have been a client with Wes bank for some time now and the service is satisfactory until I settled my account with the business, then the bank showed me how much they value us as their clients. This complaint is about a settlement issue that I am still having with the organization. I settlement my account with the organization on the 1st of June 2020, I got the paper and the car was registered on the 22nd of June 2020. I did not get debited nor did I get an communication from Wes bank until my account was debited on the 1st of September 2020. I did not anticipate the debit so I called the bank to find out why there is a debit when I settled my account. I spoke to someone, I think his name was Candice or Camdem (apologies if I misspelt his name) but he also could not explain why I was debited when my account was settled. A day or two days later, I was called by Mpumi/Nompumelelo who said she was calling because I heard that I am refusing to pay my debit. Now this is another surprise to me because I was the one that called after I was debited to understand why that had happened. She then said she’ll escalate this matter and get back to me. Last week Friday (the 11th of September 2020) I got a call from Sekelela. I do not know what Sekelela’s position is in the company, but he is arrogant and does not have any customer service skills, he was and is still rude till today. The call was a conference call between, me, Sekelela and my private banker. Sekelela said that the payment was reversed and I need to send them proof of payment. I sent him all the relevant documents. He them got back to me and said that the account number that the settlement was paid into is not Wes bank and I would need to enquire that with my bank. I went to the FNB branch at was assisted by Pule. Now Pule was very helpful because he is the one that identified that I actually used my Wes bank reference as the account number and my I.D number as the reference. I forwarded all the evidence to Sekelela and he responded by saying that he had given me his email address to send the proof of address and not anything else. I do not know how a person who deals with clients is able to respond in that manner. Today (the 18th of September 2020) I spoke to someone who is very helpful (sorry that I forgot your name lady) but thank you for friendliness and being helpful. She said she would send my proof of payment to the allocation team to allocate the payment accordingly. To some all of this up, I have been a client with Wes bank for a while now and I really do not appreciate how all of this was handled. I was sent from pillar to post and was made to feel stupid. This is unacceptable for a reputational company like your company. Regards A VERY DISAPPOINTED FORMER CLIENT Dumisani Sibeko