I do hope this complaint gets to the intended recipient but I am certain all will be done to voice my dissatisfaction with the service received from your organization since opening up an account.
It all started when I did not receive statements from you. In the beginning, I was making payment without these statements until I continued receiving snotty calls from your staff demanding payment. When indicating that payment was done, they would respond that it was not enough as it was short by maybe a hundred rand or so. I raised the issue that I was not receiving any statements, then they all would promise to look into it but all in vain.
I asked for the complaints department email address but it's like squeezing water out of a rock because each time I was handed over to a supervisor although I advised this is not what I wanted.
The supervisor would try and help but each case not to my satisfaction as I wanted a simple email address for complaints. When asked why, I outlined the reasons. The staff were very rude, shouting as if I've committed a crime by skipping payment. Refused to listen to the reasons why payment was not made. Very unreasonable and arrogant staff. Obviously someone is at fault. In this day and age, posting statements in my view is just a recipe for disaster. The Postal services are always unreliable. Why not email statements to clients and have proof when it was emailed in case of non payment? I find the service so disgusting that I am considering closing that account.
For such a big organization to fail to have a dedicated email address for complaints is just unacceptable. It's not only a failure in customer service but so ancient. Having made numerous requests, not even once did I get a satisfactory answer.
Same thing happened today. Received a snotty call from one of the agents from your organization. He did not even have the decency of introducing himself and where he was calling from. Went ahead and called me some surname that I do not even know although having phoned me. Very rude! Doesn't take time to listen and demands payment! Disgusting. These idiots needs training. Respect is very important. If you want to be listened to, introduce yourself. Demanding payment will not make me pay but taking time to listen to the reasons why I did not pay will make me pay in future.
So I leant that his name is Wisewell. Very disrespectful. Asked him for an email address so I can email proof of payment, that wasn't good enough from him. So shallow minded he was that he even advised that he was calling to know when I was going to make payment. Did he take time to listen to me? No! Because if he had done so, he would have figured out that there is no proof of payment I was going to send if I had not paid. His conduct was very much below par. I did not appreciate it.
A few days back, got same call with payment demands. The agent was quite calm and collected. Had respect. Spoke to him and advised payment was going to be on Monday 26 October and also took the time to tell him why I had not paid. Owing to non-receipt of statements, he then asked me to speak to a supervisor. The supervisor went on to tell me that I can view my statements on the website with only an account number as will be required. This was not the case. I went to your website and nope; an ID number is required. So I put my passport number being a foreigner with no RSA ID. Nope, system rejects it. A couple of times I try and finally gives up.
Went to festival mall to purchase mobile phones. A very tiring process. It took over an hour to get the phones. Come RICA time, I was told same could not be done in store. Ridiculous! Because I use a passport. I find this unacceptable and discriminative.
So today, spoke to a supervisor after escalating the case about my statements and questioned why I can't get an email address for complaints. Even offered to take my time email her my proof of payment. She seemed uninterested in giving an email address so she offered a fax number which I initially refused. Again, ridiculous! No email address to email her proof of payment? I don't believe that and although I have taken a fax number later, I'm not faxing any documents and Truworths can deal with that. No! If this is how you want to do it then look elsewhere because I don't have the time.
It has now reached a point that I want to close this account. I cannot stand such staff incompetence and abuse. Loosing one client is no big deal for Truworths so yes, I will close it. Besides, you seem to be doing so well even with all these complaints and customers being abused at the hands of your staff. I refuse to take such crap. If this is how you conduct your business, then you can go to hell.
I will take this complaint to all the websites I can find which accepts these complaints. This is just the beginning.
Pissed off customer.
Truworths - 10101111027896
Then i receive this reply from some agent. It left me wondering whether they can read at all or not because none of my queries were addressed. So its ok that their agents call and shout at customers...........
Please be advised that you can SMS ‘BAL’ followed by your 14 digit account number to 31580 you will receive an SMS update of your balance as well as the available credit on your account.
You can pay your Truworths account online by setting Truworths up as a payment beneficiary on your bank account. For your convenience, Truworths will automatically appear on the bank's pre-defined list of payment beneficiaries.
Please ensure that you use your 14-digit Truworhts account number as it appears on your statement so we are able to match the payment to your account. As your monthly instalment may fluctuate from time to time, we suggest that you monitor your statements to prevent your account from inadvertently falling into arrears.
To find out more about Internet payments, please contact your bank at one of the following numbers:
ABSA 0800 41 41 41
BOE/NBS 0860 13 13 33
Capitec 0860 10 20 43
FNB 0800 111 722
Nedbank 0860 555 111
Permanent Bank 0860 555 222
Saambou 0860 139 555
Standard Bank 0860 123 000
Mercantile Contact local branch
We are sorry if you felt that our collections process was in any way offensive and not handled correctly, and confirm that it was certainly not the intention of our consultants to cause you any unneccessary frustration.
Customer Services Consultant
FOLLOW US ON:
---- Original Message ----
From: [email protected]
To: [email protected]
Sent: Thursday, October 29, 2015 08:51:59 PM
Subject: Re: Truworths Account Number: 10101111027896
Thank you for taking time to respond.
I must note however the fact that this issue must be taken to your management as noted major issues regarding your staff conduct below have not been addressed in your response.
The feeling I have now is that it is acceptable for your staff to shout at customers this way which is not happening to me for the first time.
I am a very unhappy customer and am sure I'm not the only one. If this is not the platform, maybe I have to consider other websites to voice my disappointment until something is done to this.
I will take it to whoever listens the fact that Truworths employees are allowed to phone their clients and abuse them this way. The newspapers or whatever.
I want to hear of your action plan because I find this very offensive and unprofessional. One of your agents called me yesterday afternoon. Even though I had dealt with his colleagues in the morning. From the same number, appears there is not even the slightest communication in that department and for me it's unacceptable.
Going forward, I want this account closed so I can give business to those who care about their customers.
I will go to the shop to pay the outstanding amount and have it closed. So what if you have lost one client, your staff don't care.
Sent from my iPhone
On 29 Oct 2015, at 13:01, [email protected]
Thank you for your email and allowing us the opportunity to respond.
Upon reviewing your account, we have established that you have spoken to one of our Supervisors with regards to your account query. We can confirm that your account is up to date with a balance of R154.54.
We have inserted the option for you to receive your statements via email in the future.
---- Original Message ----
From: [email protected]
To: [email protected]
Sent: Tuesday, October 27, 2015 02:36:23 PM
Subject: Truworths - feedback
Feedback from www.truworths.co.za
Name:Mr edgar charuma
Email: [email protected]
I have a complaint. I never receive my account statement in time. When your agents call me for payment, i raise this issue but i have encountered some who are very rude and shouts at me like i have committed murder. Something i do not appreciate at all. I just want my statement on time because most times i am outside the country making it impossible to approach a shop to check that. Besides, i should not be asked to go wait in a queue to check my statement. I am a very busy person with lots of travel and mostly outside the country. I was advised recently to log onto the system using my account number but does not work with me. I have tried it numerous times with no Joy. My passport number is XXXXXX which is what i try to put when asked for ID number. I am now on the verge of asking to cancel and close this account because i hate to receive snotty phone calls from your staff some of whom do not have the slightest degree of customer service.
I need to know the way forward on this issue. I love Truworths products but do not appreciate the conduct by your staff and when i ask for an email for the complaints department, no one wants to give that to me. Please check my profile, i am not a difficult person in terms of paying for what i have taken. All i need is a statement on time. The previous statement was only emailed to me on 14 October. Not right.