Frequently Asked Questions
Q:
What are FICA requirements?
A:
ID, Drivers, Proof of Residence, proof of bank details. You would need to take this along when applying for Finance.
Q:
If I have a vehicle or dealer related complaint – what process do I follow?
A:
Please send an e-mail to supportsa@daimler.com for assistance or alternatively contact 0800 1333 55 (Select Option 2).
Q:
If I have a CPA query or complaint – what process do I follow?
A:
Please send us a brief description of your query or complaint to cpa@daimler.com. An acknowledgement e-mail will be sent to you within 3 working days advising you the way forward.
Q:
What is the process for obtaining a spare key for my vehicle?
A:
Our call centre agent will do a security check with you, after which a certified copy of your registration document will be prepared for collection or delivered to the dealer. The dealer would require positive identification (e.g. an ID document) as well as a certified copy of your vehicle registration document to order a spare key.
Q:
Once I’ve settled my vehicle, when will I receive my Original Registration Documents?
A:
Registration documents may only be released after ten (10) working days if settlement was made by a Customer Personal Cheque and/or Bank Guaranteed Cheque payment methods. Registration documents may be released after 3 (three) working days if an Electronic Transfer was made.
(1) Registration documents may be released the next working day provided proof was received that it was one of the following payment methods, Mercedes-Benz Dealer and/or Bank cheque. If no proof can be given of one of the above, a ten (10) working day waiting period is applicable, before the registration documents can be sent out to the customer.
(2) Where a Mercedes-Benz Dealer has made payment for settlement, or a settlement payment has been made by Bank Cheque, the Registration document may be released the next working day (Monday to Friday), provided proof of payment is received.
Q:
What are my end of term options on Maturities?
A:
Q:
How do I know if my contract falls within the National Credit Act?
A:
Refer to the below graphic illustration.
Q:
Do you have a Debt Review Helpline?
A:
Yes, below the details:
• Tel: +27 (0) 12 673 6845
• Fax: +27 (0) 12 660 7544
• E-mail: ricka.seakamela@daimler.com
For further information on Debt Review, please visit the National Debt Mediation Association website: www.ndma.org.za. Please note that Mercedes-Benz Financial Services belongs to this association.
Q:
Do you or can you release information or documentation to a 3rd party?
A:
• For security reasons, we do not release information/documentation to 3rd parties, unless it is a registered Mercedes-Benz Dealership.
If a call/request from a 3rd party is received, conference call between yourself and the 3rd party will be made in order to obtain authorisation and further instructions.
Q:
When will I receive a statement of my account?
A:
If your preferred mailing option is post, you will receive your statement every three months after the 25th of the month. If your preferred mailing option is e-mail, you will receive your statement every month after the 25th of the month. If you are not currently receiving your statement via e-mail but would like to, please send us your reference number or ID number as well as your e-mail address to info@mbfssa.co.za
Q:
What other value added products are available from Mercedes-Benz Financial Services?
A:
Q:
Can I insure my vehicle with Mercedes-Benz Financial Services?
A:
Yes, Mercedes-Benz Financial Services offers a range of comprehensive and competitively priced insurance products. Call our Customer Services Department for detailed information on the products best suited for your vehicle and usage.
Q:
Can I travel to a foreign country in my vehicle?
A:
Yes you can, however, you will be required to obtain a Border Letter from our Customer Services Department and provide proof that your Comprehensive Insurer provides cover for the country you are travelling to. Should you wish to request a Border Letter, you can complete the attached request form and fax it to our Customer Services Department on (012) 660-7219 or e-mail to info@mbfssa.co.za together with your confirmation of insurance cover. Please remember to include your contract number, reference number or ID number. Please take note that Border Letters are only issued Mondays - Fridays 8 a.m - 5 p.m. Border Letter.
Q:
How do I change my personal or payment details?
A:
Certain personal details (contact details, postal address and e-mail address) may be changed telephonically with our Customer Services Department. Should you however wish to amend your physical address or bank details, we would need a written request together with the relevant supporting documents (physical address – FICA document confirming address e.g. utility bill; bank details – proof of the account details e.g. certified copy of bank statement or copy of cancelled cheque).
Q:
Will I be charged a Monthly Service Fee and if so, what is this for?
A:
Yes, the frequency and value of the amount is stipulated in your contract. This is a fee to cover the maintenance involved in the contract (e.g. maintaining the system, processing of debit orders etc).
Q:
Will I be charged an Initiation Fee and if so, what is this for?
A:
Yes, you will be charged an Initiation Fee. This fee is to cover the cost involved with initiating a credit agreement. This fee is allowed for by the Regulations of the National Credit Act. You have two options of paying this fee:
1. You may finance the Initiation Fee in your Principal Debt and it will attract interest; or
2. You can pay it upfront (interest free).
The amount is specified in your schedule.
Q:
What is the amount of my monthly payment?
A:
The Rand value of the monthly payment is indicated in your contract under the payment schedule. For all Lease and Rental contract customers, please note that the instalment amount excludes the VAT amount payable on a monthly basis.
Q:
When is the first monthly payment on my contract due?
A:
The first monthly payment/Rental or future payments are due on the dates indicated on your contract under the payment schedule. Should the said date fall on a weekend or public holiday, the payment will be collected on the first business day thereafter. The remaining monthly payments/Rentals will be deducted until the final payment is received as indicated in your contract under the payment schedule.
Q:
What is the Mercedes-Benz Standard Lending Rate?
A:
This is a rate determined by the Management Board of Mercedes-Benz Financial Services which operates in a similar manner to prime rate and can be adjusted from time to time, resulting in an increase or decrease in your monthly repayment.
Q:
Will I be paying an early settlement penalty fee?
A:
If you are a private individual and the principal debt on conclusion of your agreement was <R250 000, your settlement will not include any penalty interest (only daily interest from the last instalment date).
If you are a private individual and the principal debt on conclusion of your agreement was >R250 000, the National Credit Act allows for 90 days penalty interest plus daily interest (from the last instalment date) to be included in your settlement. This can be avoided if you give 90 days notice of your intention to settle.