Ford Credit
Poor call centre processes

I wished to pay an extra lump sum of money toward my financed vehicle with a view to reduce the monthly payment. I called the call centre and described what I intended to do. The call centre agent advised me with the relevant account number I could pay into and mentioned that the amount will clear in 3 working days and that I must call the call centre back on the 3rd day to advise them that I would like to capitalise the lump sum payment. On calling on the 3rd day, I was referred to the relevant accounts department and was further advised that the lump sum would not be capitalised because it was within 7 days of my monthly payment going off. On speaking to the relevant manager, I asked the manager to take note that for future purposes, the call centre should advise its clients of the 7 day requirement for changes to be implemented to an account. Initially the call centre only made mention of the 3 day clearance!!

I asked the manager to please ensure that my payment for the next month is reduced based on my extra payment however the response was that I HAVE TO CALL THEM BACK AGAIN next month to request this to happen. This is most inconvienient!!

Company: Ford Credit
Country: South Africa
City: Vehicle and Asset Finance

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