WESBANK – Zero Accountability While Customers Are Held Hostage by Courier Partner

We entrusted WESBANK with our vehicle licence renewal – a process which includes courier delivery via , Skynet Couriers. What followed was a string of broken promises, delays, and an alarming lack of support from WESBANK themselves. This is not just a courier issue – it's about WESBANK's complete failure to assist their customer, take responsibility, or offer any viable resolution. 📅 Timeline of Events • Tuesday, 29 July 2025 SMS received from Skynet: Vehicle licence dispatched via Skynet. Delivery expected within 3–5 working days. • Wednesday, 30 July 2025 SMS from Skynet: Delivery scheduled for this day. We ensured someone was home with ID ready. No delivery, no call, no contact. • Thursday, 31 July 2025 Another SMS from Skynet: Delivery scheduled again. Still no delivery, no communication. • Friday, 1 August 2025 Yet another SMS received. We contacted Skynet's call centre – over 5 calls, totaling hours. Eventually, a call centre agent gave us the private number of the driver, Lego.

Call with "Lego" (Skynet driver): - His first reaction was anger: "Who gave you my number without authorisation?" - He confirmed his car broke down on Wednesday, claimed he no longer had the parcel.

We contacted the call centre again, and they attempted to reach the Pretoria branch. - “Harold” was unreachable. - Several more numbers were provided. - One number connected us with a man who laughed and said “Mammie, please…” then left the phone off-hook for 20 minutes before hanging up. Our number was then blocked.

We contacted WESBANK for assistance via their online message platform. - Kazleen responded at 13:52 but was completely unhelpful. - She suggested we go to RTMC Centurion to collect the licence ourselves as WESBANK “won’t pay for another courier”. - We voiced our concern that the parcel may have been ****** and could be used to clone a licence. - She promised to escalate and return our call. No follow-up.

At 14:50, Abraham from Skynet called. He asked for directions and promised same-day delivery. No delivery. No call.

At 19:20, Mandy Seja from Skynet phoned to say his car broke down, and asked us to meet him at a Sasol Garage. We refused – the parcel was supposed to be delivered to our door. He then asked if we’d be home at 09:00 the next day for delivery. • Saturday, 2 August 2025 09:00 came and went – no driver. At 09:06, we called Mandy. He said his car was still broken, and he would come by 10:00. At 10:29 Many called - oh he is at Rooiwal and will be at the address shortly As I write this at 11:12, there is still no delivery, no further update ❌ What We’re Facing We’ve effectively been held hostage in our home since Wednesday, 30 July – waiting for a parcel that never comes, with no professional service, no accountability, and absolutely no regard for customer time or safety. • Skynet has shown: • - A total breakdown in operational procedure • - Unreliable and unprofessional drivers • - Poor internal communication • - Lack of parcel tracking or escalation pathways

• WESBANK, by outsourcing to such a service, has: • - Failed to intervene when their partner clearly defaulted • - Offered no viable solution • - Displayed disinterest in customer safety or time

Final Words This experience is not just an inconvenience – it’s a violation of consumer trust and dignity. We have now wasted days waiting, making calls, being misled, and treated with disrespect. All for a vehicle licence that should have been delivered to our door, as advertised by WESBANK.

We request: • - A formal escalation and immediate resolution by WESBANK • - A full internal review of this incident and courier management • - A direct apology from WESBANK for the total absence of support • - A change in policy to ensure reliable delivery and transparent communication