WesBank get your acts together!!!!

I app**** for Covid relief on 04.05.2020 due to my salary being cut by 60%. On 05.05.2020 I received an email confirming that my application had been received and I just needed to digitally sign the addendum to my contract. The addendum stated that the relief was applicable from the date of signing of the addendum, 05.05.2020. On 01.06.2020 I got the shock of my life when I saw a debit order instruction on my account for my vehicle instalment. Thankfully, I managed to get some money together and ensure that the debit order would not bounce. On 02.06.2020 I called the customer care line and spoke to Portia Thompson, who assured me that this was error on the banks side and a refund would be effected when the fund reflected on their books. This should not take more that 72hrs. The same day I received an email requesting me to sign and date a second addendum, I did this and returned the email on the same day. I dated this new addendum on as the same day as I had digitally signed the first one as that is the day I was told my agreement is effective. I sent this email to the relief department and I also CC'd Portia, with this I also attached a copy of the agreement that I digitally signed.

On 08.06.2020 I called the call centre again to find out the status of my refund as no funds had been returned to me. I was told that nothing had been done with my query except for a request for a refund had been put on the system. Apparently there is no record of me being granted payment relief. I was told by the agent that I spoke to that they would contact Portia to find out what was happening with my query.

On 09.06.2020, I called again to get an update on the progress of my refund since my last call the day before. Firstly the agent I spoke to was rude and not willing to help me till I also got frustrated with her and changed my tone is response. The agent informed me that all that they could see on the system was that payment relief was granted for me on 08.06.2020. When I queried this as I know and have proof of being approved for relief in May 2020 she then said that she will request Portia to contact me to find out what was happening with my query.

I am disgusted with the service I have received from Wesbank. I app**** for the same relief from MFC and that was granted no problem. Why can't wesbank get this right and not make us have to jump through hoops. Considering everything that people are going through right now, this is the last thing that anyone needs! Wesbank needs to get their acts together