First-Time Home Buyer – Extremely Poor Communication and Customer Service from Velile Tinto Cape Inc

My experience with Velile Tinto Cape Inc during the transfer of my first home purchase has been extremely disappointing and stressful due to poor communication, lack of transparency, and administrative mistakes.

As a first-time buyer, I expected a professional team that would guide me through the process and keep me properly informed. Instead, I experienced the opposite.

One of the most concerning issues was that my email address was captured incorrectly on their system, which meant I was not receiving the LexisConvey updates that clients are supposed to receive. This only came to light later in the process, meaning I was left completely unaware of the progress of my own property transfer for a period of time.

Communication throughout the process has been slow, vague, and reactive rather than proactive. On several occasions, I had to follow up multiple times without receiving any response, and it was only once partners or directors were copied on the emails that any form of reply or update was provided. This should not be necessary for a client simply trying to obtain basic information about their own property transfer.

To make matters worse, my brother is currently selling his apartment, which is also being handled by the same firm, because we made use of one agent (the biggest mistake), and the communication on that transaction has been just as poor.

What makes this even more frustrating is that the firm states the following on their own website:

“We believe that with the right staff and motivated people, we can achieve success. With our strong work ethic and commitment to excellent service, our staff works well together, ensuring that our teams and clients are happy.”

Unfortunately, this has not reflected our experience at all.

I understand that Deeds Office delays can occur, and I fully accept that some factors are outside the attorneys’ control. However, clear, proactive communication and professional client service are absolutely within their control, and that is where the service has fallen far below expectations.

Buying your first property is a major life milestone, and it should not feel like you are constantly chasing the attorneys responsible for handling the transaction.

I hope the firm takes this feedback seriously and improves their client communication, system accuracy, and overall service standards, as this experience has been far from what one would expect from a professional conveyancing firm.

What makes matters worse is that a lot of my family member wants to buy property and I can't even recommend the firm that assisted me.

I won't recommend this firm to anyone at all!