Wesbank's outsourcing of customer care to dealers

I bought a car on auction and I thought it will be a stroll through the park to get financing from a company linked to my bank. I did the application through my dealer and what a mistake that was from the start. The dealer did not submit my document and I went to westbank offices at 1 Enterprise Road.

The gentleman on first floor reception was polite enough to check the status of my application and told me my dealer did not submit my application. I asked if there is anyway of submitting my documents and the response was no, I have to go through my dealer. I tried to negotiate with him to say the application is in my name and should be given a chance to state my case. He said I have to go back to the dealer which gives too much power to dealers.

I tried calling the dealer but she brushed me off and now I am stuck in limbo . I decided to do the online application and my application was denied. I am a foreigner and I have recently got my permanent residents and I asked myself how come they can not link my profiles and see my history.

I personally see this as a problem because I have taken a loan with wesbank before and I could go into the bank(FNB) and they could assist but now that link is gone. I am for technology and call centers but not having a person to explain my predicament is not fair especially when you bank with their bank. I know they are separate but if the bank is willing to give you a personal loan but the vehicle finance arm they do not know you at all, that is pure poor business integration. The other problem is their reliance on dealers to treat their customers with respect that is outsourcing customer service to another company is being short cited.