BG
Bill G
1 reviews | Active since Mar 2010
07 Jun 2024, 13:08
CUSTOMER SERVICE FROM 12/10 TO -2/10 - Stay Away!
I started using PayFast when founder Jonathan Page still answered support calls. From day 1 this small business Payfast rated 14 /10 for support - they had less-than-60-second call answering, and the friendliest and most knowledgeable support call team I have even enjoyed dealing with. If they didn't have an answer they got an answer and called back in minutes. Then the founders sold out... The new guys - Network - seem determined to prove that they DO NOT CARE about their customer satisfaction or support. This morning I called support - an automated system said I was #5 in the queue and made it to #2 in TWENTY EIGHT MINUTES. AFTER 30 MINUTES (AND NOR ANSWER) A VOICE CAME ON AND ASKED ME TO RATE THE SERVICE I RECEIVED.
WISH I COULD RATE THEM AT -2!
If you can find an alternative card processor stay away from Payfast they only care about your money not your happiness or wellbeing!
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Replies (3)0
Replies (3)
PayFast's replyOfficial
07 Jun 2024, 16:35Hi there Bill and thank you for reaching out to us. We are terribly sorry about the experience you have experienced with it and based on your feedback, we will escalate this matter to our Support and Management team for review. You can expect a call from our Support Team to offer further assistance. Once again, please accept our apologies.
PayFast's reply07 Jun 2024, 16:35
Official
Hi there Bill and thank you for reaching out to us. We are terribly sorry about the experience you have experienced with it and based on your feedback, we will escalate this matter to our Support and Management team for review. You can expect a call from our Support Team to offer further assistance. Once again, please accept our apologies.
BG
Bill G's updateReviewer Update
11 Jun 2024, 12:54The company reached out to me a week after my review - charming lady from a section that has been created to stop customers from leaving Payfast.
She basically acknowledged that they were unable to meet call center demand and that many people reported overlong delays.
She offered me a private 'backdoor' to connect with her by email if I need more support so I can avoid the dysfunctional call center.
If they are not able to operate a call center with short answer times, why not shut the call center and just rely on chat.
I asked that she refund me the 50 minutes of airtime I wasted holding on (both calls were never answered and were eventually cut off by the PayFast system) but my request was ignored.
My feeling is that the new international owner, having purchased payfast and paygate cares more about shareholder profits than customers.
We're working hard to get all our customers to pay by eft to avoid giving the card companies almost 5% of our sales PLUS interest they earn while they hold our money ransom PLUS a R10 fee every time we want our money.
If you're new to card payments, stay away from payfast and paygate - they share the same dysfunctional call center
She basically acknowledged that they were unable to meet call center demand and that many people reported overlong delays.
She offered me a private 'backdoor' to connect with her by email if I need more support so I can avoid the dysfunctional call center.
If they are not able to operate a call center with short answer times, why not shut the call center and just rely on chat.
I asked that she refund me the 50 minutes of airtime I wasted holding on (both calls were never answered and were eventually cut off by the PayFast system) but my request was ignored.
My feeling is that the new international owner, having purchased payfast and paygate cares more about shareholder profits than customers.
We're working hard to get all our customers to pay by eft to avoid giving the card companies almost 5% of our sales PLUS interest they earn while they hold our money ransom PLUS a R10 fee every time we want our money.
If you're new to card payments, stay away from payfast and paygate - they share the same dysfunctional call center
BG
Bill G's update11 Jun 2024, 12:54
Reviewer Update
The company reached out to me a week after my review - charming lady from a section that has been created to stop customers from leaving Payfast.
She basically acknowledged that they were unable to meet call center demand and that many people reported overlong delays.
She offered me a private 'backdoor' to connect with her by email if I need more support so I can avoid the dysfunctional call center.
If they are not able to operate a call center with short answer times, why not shut the call center and just rely on chat.
I asked that she refund me the 50 minutes of airtime I wasted holding on (both calls were never answered and were eventually cut off by the PayFast system) but my request was ignored.
My feeling is that the new international owner, having purchased payfast and paygate cares more about shareholder profits than customers.
We're working hard to get all our customers to pay by eft to avoid giving the card companies almost 5% of our sales PLUS interest they earn while they hold our money ransom PLUS a R10 fee every time we want our money.
If you're new to card payments, stay away from payfast and paygate - they share the same dysfunctional call center
She basically acknowledged that they were unable to meet call center demand and that many people reported overlong delays.
She offered me a private 'backdoor' to connect with her by email if I need more support so I can avoid the dysfunctional call center.
If they are not able to operate a call center with short answer times, why not shut the call center and just rely on chat.
I asked that she refund me the 50 minutes of airtime I wasted holding on (both calls were never answered and were eventually cut off by the PayFast system) but my request was ignored.
My feeling is that the new international owner, having purchased payfast and paygate cares more about shareholder profits than customers.
We're working hard to get all our customers to pay by eft to avoid giving the card companies almost 5% of our sales PLUS interest they earn while they hold our money ransom PLUS a R10 fee every time we want our money.
If you're new to card payments, stay away from payfast and paygate - they share the same dysfunctional call center
PayFast's replyOfficial
11 Jun 2024, 14:46Hi again Bill, we once again apologise for experience and can assure you that we are aiming to do better. We have included chat on our website that operates during business hours to alleviate call volumes however this is a challenge we are addressing. Once again please accept our apology and we hope that the issues you have experienced have been addressed.
PayFast's reply11 Jun 2024, 14:46
Official
Hi again Bill, we once again apologise for experience and can assure you that we are aiming to do better. We have included chat on our website that operates during business hours to alleviate call volumes however this is a challenge we are addressing. Once again please accept our apology and we hope that the issues you have experienced have been addressed.