Worst service ever

Formal Inquiry and Dispute Regarding Legal and Collection Fees.

I am writing to formally dispute the recent statement received from Wesbank, which unexpectedly includes charges exceeding R5000 for legal and collection fees. These charges are purported to relate to the repossession of my vehicle which occurred nearly eighteen months ago. Key Points of Contention: • Voluntary Repossession: I voluntarily returned the vehicle and personally facilitated the arrangements for its collection, streamlining the process for Wesbank. • Lack of Prior Documentation: I have not received any prior Suzuki statements indicating an outstanding arrears amount or the existence of legal/collection fees associated with the vehicle's repossession for the duration of the past year and +-4 months • Statement Discrepancies: o The previous statement I received, even for the date the representative referenced, failed to show any indication of these specific legal and collection fees. o The new statement provided clearly shows these charges were added on November 17, 2025, with the outstanding amount dating back to August 14, 2024. This abrupt, retroactive addition, seemingly "out of the blue," raises serious concerns regarding the legitimacy and legality of the fees being levied. • Customer Service Experience: My recent attempt to resolve this matter with a Wesbank representative was highly unsatisfactory. The representative demonstrated a lack of understanding and was inconsiderate to my explanation and concerns. This frustrating experience unfortunately escalated the discussion, leading me to demand that the situation be immediately escalated to a higher authority for proper review.

Request for Escalation and Review: I am requesting an immediate and thorough investigation into the origin and validity of these R5000+ charges. The unilateral addition of such a substantial amount, long after the vehicle was returned and then paid up to date, without any verifiable prior evidence, suggests potentially questionable practices. I am highly frustrated by this situation and the overall quality of customer support, particularly the difficulty experienced when trying to resolve operational errors or discrepancies like this (a sentiment regrettably echoed in my experience with related FNB financial products, especially concerning credit card insurance claims) in the past. I require a formal response detailing the basis for these charges and documentation proving that I was previously informed of this specific outstanding debt before the date reflected on the new statement. I expect this matter to be handled with the seriousness and urgency it deserves.