1 reviews | Active since Mar 2015
Wrong delivery of Natis Documents
I Requested my Natis documents to be released and delivered to me. After a big struggle I managed to speak to someone that could help me.<br> She requested that I write a letter giving my mother permission to sign on behalf of me if the courier delivered the documents during working hours, as she is the only one at home.<br> I also had to attach a copy of both parties ID Documents as this is compulsory otherwise the courier will not give her the documents. After tracking these documents, couriered by UTI the courier company in Kimberley where it was last scanned on Friday 03 July 2015 said to me that my documents was delivered to me in Kathu, but I did not receive these documents. Phone my mother to confirm if she received it but she DID NOT!!! After 6 phone calls to the courier company I managed to track my documents delivered to Dynamic Water Solutions situated in the Industrial area. Now I want to know, where is the confidentiality part if someone else, that does not even know me can sign for my documents without a permission letter or ID Copy, but when my own mother have to receive my documents there is requirements made to me. Once again I had to do all the work.
Thank you for bringing your concerns to our attention and affording us the opportunity to address your concerns.
As a service driven organisation, WesBank goes to great lengths to render unsurpassed service excellence to all our valued customers with every interaction. It is therefore extremely disappointing when our actions have caused you to question the Bank's integrity for which we humbly apologise.
We have addressed the agents for the misinformation that was provided because the call centre is aware that we do not have influence over what may transpire whenever a document is due for delivery. Although the service failure was not the direct result of maladministration from WesBank directly, we accept full responsibility for the services rendered by outsourced service providers. This incident may be the exception to the rule in view of the multitude of documents that are delivered successfully on a daily basis however the breach of security is most concerning and has been escalated to the relevant authorities at UTI. The importance of security was stressed and every effort will be made to ensure that we do not experience similar occurrences in future.
Regards,
W
Thank you for bringing your concerns to our attention and affording us the opportunity to address your concerns.
As a service driven organisation, WesBank goes to great lengths to render unsurpassed service excellence to all our valued customers with every interaction. It is therefore extremely disappointing when our actions have caused you to question the Bank's integrity for which we humbly apologise.
We have addressed the agents for the misinformation that was provided because the call centre is aware that we do not have influence over what may transpire whenever a document is due for delivery. Although the service failure was not the direct result of maladministration from WesBank directly, we accept full responsibility for the services rendered by outsourced service providers. This incident may be the exception to the rule in view of the multitude of documents that are delivered successfully on a daily basis however the breach of security is most concerning and has been escalated to the relevant authorities at UTI. The importance of security was stressed and every effort will be made to ensure that we do not experience similar occurrences in future.
Regards,
W