Truworths - Documented the worst service ever and it's still going on!!!

I am writing to lodge a formal complaint concerning the ongoing mismanagement of my account and the unsatisfactory customer service I have experienced over the past several months. Despite my repeated efforts to resolve these issues amicably, the problems persist, causing me significant inconvenience, stress, and potential harm to my credit profile.

Below is a detailed account of the events that have transpired:

1. Excessive Collection Calls:
• On July 26, 2024, I sent an email to Truworths expressing concern over receiving more than ten calls daily from your collections department throughout the month of July, despite having made a payment of R1,000 in the previous month.
• I highlighted that this excessive communication was causing significant stress and disruption to my daily life and requested that Truworths reduce the number of calls to a reasonable frequency, in accordance with the South African Consumer Protection Act and the National Credit Act.
2. Confirmation of Payment and Account Correction:
• On August 1, 2024, your representative, Acklaine (Customer Services Consultant), confirmed receipt of the R1,000 payment and acknowledged that the payment was not processed as a pre-payment.
• Truworths corrected the account and reversed the incorrectly charged interest, apologizing for the frustration caused.
• Despite this correction, I had to initiate the process to rectify the error, which should have been managed by your accounts department.
3. Additional Payment and Concern Over Credit Score:
• On August 1, 2024, I informed Ms. Adams via email that I had made an additional payment of R771.65 on July 31, 2024.
• I requested confirmation that this payment was reflected on my account and asked for the updated account balance.
• I also expressed serious concern about the potential negative impact on my credit score due to Truworths’ operational inefficiencies and unprofessional service.
• I requested assurance that Truworths would take full responsibility for any discrepancies or negative entries reported to credit bureaus.
4. Issuing an Invoice for Time Spent:
• On August 1, 2024, I sent an email to Ms. Adams, informing Truworths that I was invoicing the company for ZAR 1,150.00 to compensate for the time I had spent assisting your accounts department.
• The invoice covered tasks such as correcting interest charges, resolving account discrepancies, monitoring payments, and addressing excessive collection calls.
• I provided my banking details for payment and stated that any late payment would incur a 15% per month interest charge.
5. Follow-up on Invoice and Lack of Response:
• On August 20, 2024, I followed up on the invoice, noting that I had not received any confirmation of payment or acknowledgment.
• I reiterated the tasks covered by the invoice and requested immediate processing to avoid unnecessary legal proceedings.
• Despite this follow-up, I did not receive a satisfactory response.
6. Denial of Liability by Truworths:
• On September 6, 2024, I received a response from Mr. Zaine Ebrahim (Credit Services Supervisor), stating that Truworths denies any liability for the amounts claimed, asserting that the company had taken all necessary steps to rectify my account and that no financial or other harm had been suffered.
• This response failed to acknowledge the significant time and effort I had invested in correcting issues caused by Truworths’ mismanagement.
7. Failure to Set Up Debit Order:
• Over several weeks, I made multiple attempts to set up a debit order for my account:
• Phone Calls: Contacted customer service multiple times to provide banking details and confirm setup.
• In-Store Visit: Visited a Truworths store to ensure the debit order was arranged.
• Live Chat Sessions: Engaged with online agents to confirm the debit order.
• Emails: Sent follow-up emails providing my banking details.
• I was repeatedly assured that the debit order was successfully established and was advised not to make manual payments (EFT or in-store) to avoid interfering with the debit order system.
• On October 3, 2024, I discovered that no debit order had been set up, resulting in a default on my account.
• I sent an email expressing my frustration and requesting an immediate explanation and confirmation that the debit order would be properly set up.
8. Ongoing Lack of Communication and Resolution:
• Despite my efforts, communication from Truworths has been inadequate:
• On October 9, 2024, Anushka informed me that Mr. Ebrahim would contact me to resolve the issues. I received no further communication.
• On October 14, 2024, I received a collection call from KHunjuluua, further exacerbating the situation.
• Whenever I attempted to contact Mr. Ebrahim, I was informed that he was unavailable.
• On October 14, 2024, Mr. Ebrahim responded, asking for my bank details to set up the debit order, despite having already provided this information multiple times.
• He reiterated Truworths’ denial of liability for the amounts claimed.
• I expressed that I am no longer willing to assist Truworths in rectifying these matters due to the lack of compensation for my time and effort.
9. Impact on Credit Profile and Personal Costs:
• The failure to set up the debit order and the resulting default have potentially impacted my credit rating.
• I have invested significant time and resources in attempting to resolve these issues, causing me stress and financial harm.
• I have made it clear that I expect Truworths to take responsibility for correcting any negative impact on my credit profile.

Summary of My Expectations:

• Acknowledgment of Efforts: Recognition of the time and resources I have expended in correcting issues that were the responsibility of Truworths.
• Compensation: Payment of the invoice amounting to ZAR 1,150.00 for the time spent assisting with account management and correction.
• Proper Setup of Debit Order: Immediate confirmation that the debit order has been correctly established to prevent future defaults.
• Communication: A dedicated point of contact who will address my concerns promptly and effectively.
• Assurance on Credit Profile: Written confirmation that my credit rating has not been negatively affected and that any inaccuracies will be corrected with the relevant credit bureaus.
• Improved Customer Service: Implementation of measures to prevent similar issues in the future, including better internal communication and customer support.

Relevant Legislation:

I would like to remind Truworths of the following South African laws pertinent to this situation:

1. National Credit Act (NCA), No. 34 of 2005:
• Prohibits unfair credit practices, including harassment through excessive communication.
• Requires accurate and fair account management by credit providers.
2. Consumer Protection Act (CPA), No. 68 of 2008:
• Mandates that services provided must meet reasonable expectations of quality and fairness.
• Protects consumers against false, misleading, or deceptive representations.
3. Common Law:
• Imposes an implied duty of good faith and fair dealing in contractual relationships.

Conclusion:

The ongoing mismanagement of my account and the lack of satisfactory resolution have caused me significant distress and inconvenience. I have made every effort to resolve these matters through proper channels, but the inadequate communication and failure to address my concerns have left me with no choice but to formalize my complaint.

I request a comprehensive response within 14 days of this letter, detailing the steps Truworths will take to address and rectify these issues. Failure to provide a satisfactory resolution may leave me with no alternative but to pursue further action, including but not limited to filing a claim with the Small Claims Court or reporting the matter to the National Credit Regulator.

I value my relationship with Truworths and hope that we can resolve this matter amicably and professionally.

Thank you for your prompt attention to this serious matter.

Yours faithfully,

Dewald Visser

Attachments:

• Invoice 20240801-001 (ZAR 1,150.00)
• Copies of Relevant Email Correspondence:
• Email dated July 26, 2024: Initial complaint regarding excessive calls.
• Email dated August 1, 2024: Confirmation of additional payment and concern over credit score.
• Email dated August 1, 2024: Invoice for time spent assisting accounts department.
• Email dated August 20, 2024: Follow-up on invoice.
• Email dated October 3, 2024: Complaint regarding failure to set up debit order.
• Email dated October 9, 2024: Clarification of ongoing issues and request for resolution.
• Email dated October 14, 2024: Follow-up due to lack of response and receipt of collection calls.
• Proof of Payments Made:
• Receipt for R1,000 payment.
• Receipt for R771.65 payment.
• Records of Communication Attempts:


Note: Please direct all future correspondence regarding this matter to my email address: [email protected] or contact me by phone at 067 895 2710.

Cc:

• Mr. Zaine Ebrahim, Credit Services Supervisor
• Anushka, Customer Service Representative


I trust that this comprehensive account of the issues I have faced will underscore the seriousness of the situation and prompt appropriate action from Truworths.

Yours faithfully,

Dewald Visser