HT
Heine T
1 reviews | Active since May 2024
06 May 2024, 17:45
Urgent Payment Query
Paygate or Payfast, I am writing to express my extreme dissatisfaction with the service I have received from your company. Today's experience with your Helpdesk has been nothing short of a nightmare.
At 08:48 this morning, I contacted your Helpdesk, enduring a 20-minute wait before finally speaking to Segh. I sought clarification on why Paygate did not transfer the agreed amount to my Standard Bank account, despite the transaction being marked as settled on my Merchant access portal. Segh advised me to email *** for assistance, indicating that the payment should have been made.
Following Segh's advice, I promptly sent an email to *** at 09:25, outlining the issue. To my dismay, I received no response or acknowledgment of receipt from your support team.
Feeling frustrated and ignored, I contacted your Helpdesk once again. Shockingly, I was caller number 18 and endured an excruciating wait of 1 hour and 35 minutes before Liyaan finally answered the call. While Liyaan initially appeared helpful and confirmed that the amount was indeed settled or paid out, she assured me that she would send me the proof of payment and a reference number to follow up with my bank. Regrettably, I have not received any communication from Liyaan as promised.
This level of service is completely unacceptable. A basic query regarding a payment should not result in such a prolonged and frustrating experience. The failure to provide timely and accurate assistance reflects poorly on your company and undermines trust in your services.
I demand immediate action to rectify this situation. I expect a written proof of settlement and a reference number to follow up with my bank to be provided to me without further delay. Additionally, I urge you to review your customer service processes and take steps to ensure that similar incidents do not occur in the future.
I am deeply disappointed by the lack of professionalism and responsiveness demonstrated by Paygate or Payfast. This experience has been nothing short of a nightmare, and I expect swift resolution to this matter
Helpful (0)
Replies (2)0
Replies (2)
PayFast's replyOfficial
08 May 2024, 09:07Hi there Heine and thank you for reaching out to us. We have now escalated this matter to our Support Team as well as management for further review. We do apologise for the level of service you have experienced and looking forward to resolving it, as soon as possible.
Best regards,
PayFast's reply08 May 2024, 09:07
Official
Hi there Heine and thank you for reaching out to us. We have now escalated this matter to our Support Team as well as management for further review. We do apologise for the level of service you have experienced and looking forward to resolving it, as soon as possible.
Best regards,
HT
Heine T's updateReviewer Update
10 May 2024, 08:30 Thank you for your response, though I must admit it has only further solidified my disillusionment with Payfast's purported commitment to customer service.
Your claim of
escalating the matter to your Support Team and management for further review
rings hollow in the face of the continued incompetence and indifference
displayed by your company.
Let's dissect the
situation, shall we?
1. Your so-called escalation has yielded no tangible results. The promised resolution remains elusive, and your apologies are nothing but empty words.2. My initial complaint on May 6th, 2024, was met with a similar assurance of escalation. Yet here we are, weeks later, and the issue remains unresolved.3. Despite my repeated attempts to engage with your support team via email, I have been met with nothing but radio silence or automated responses that add insult to injury.4. As for attempting to reach your Help Desk by phone, the experience was akin to shouting into the void. An automated voicemail greeted my call, followed by the revelation that your mailbox was full. A fitting metaphor for the abyss of incompetence that is Payfast.5. Let's not forget the irony of your company name. "Payfast"? More like "Pay slow," if you ask me. Your inability to provide timely payouts or even a semblance of customer service is nothing short of appalling.
In conclusion,
Payfast's actions (or lack thereof) speak volumes about the company's values—or
lack thereof. Your disregard for customer satisfaction and blatant disregard
for accountability are unacceptable.
Consider this email
my final attempt to elicit a modicum of professionalism and competence from
Payfast. Should you fail to rectify the situation promptly, I will have no
choice but to seek alternative solutions and escalate this matter through other
channels.
Yours with dwindling
patience,
Your claim of
escalating the matter to your Support Team and management for further review
rings hollow in the face of the continued incompetence and indifference
displayed by your company.
Let's dissect the
situation, shall we?
1. Your so-called escalation has yielded no tangible results. The promised resolution remains elusive, and your apologies are nothing but empty words.2. My initial complaint on May 6th, 2024, was met with a similar assurance of escalation. Yet here we are, weeks later, and the issue remains unresolved.3. Despite my repeated attempts to engage with your support team via email, I have been met with nothing but radio silence or automated responses that add insult to injury.4. As for attempting to reach your Help Desk by phone, the experience was akin to shouting into the void. An automated voicemail greeted my call, followed by the revelation that your mailbox was full. A fitting metaphor for the abyss of incompetence that is Payfast.5. Let's not forget the irony of your company name. "Payfast"? More like "Pay slow," if you ask me. Your inability to provide timely payouts or even a semblance of customer service is nothing short of appalling.
In conclusion,
Payfast's actions (or lack thereof) speak volumes about the company's values—or
lack thereof. Your disregard for customer satisfaction and blatant disregard
for accountability are unacceptable.
Consider this email
my final attempt to elicit a modicum of professionalism and competence from
Payfast. Should you fail to rectify the situation promptly, I will have no
choice but to seek alternative solutions and escalate this matter through other
channels.
Yours with dwindling
patience,
HT
Heine T's update10 May 2024, 08:30
Reviewer Update
Thank you for your response, though I must admit it has only further solidified my disillusionment with Payfast's purported commitment to customer service.
Your claim of
escalating the matter to your Support Team and management for further review
rings hollow in the face of the continued incompetence and indifference
displayed by your company.
Let's dissect the
situation, shall we?
1. Your so-called escalation has yielded no tangible results. The promised resolution remains elusive, and your apologies are nothing but empty words.2. My initial complaint on May 6th, 2024, was met with a similar assurance of escalation. Yet here we are, weeks later, and the issue remains unresolved.3. Despite my repeated attempts to engage with your support team via email, I have been met with nothing but radio silence or automated responses that add insult to injury.4. As for attempting to reach your Help Desk by phone, the experience was akin to shouting into the void. An automated voicemail greeted my call, followed by the revelation that your mailbox was full. A fitting metaphor for the abyss of incompetence that is Payfast.5. Let's not forget the irony of your company name. "Payfast"? More like "Pay slow," if you ask me. Your inability to provide timely payouts or even a semblance of customer service is nothing short of appalling.
In conclusion,
Payfast's actions (or lack thereof) speak volumes about the company's values—or
lack thereof. Your disregard for customer satisfaction and blatant disregard
for accountability are unacceptable.
Consider this email
my final attempt to elicit a modicum of professionalism and competence from
Payfast. Should you fail to rectify the situation promptly, I will have no
choice but to seek alternative solutions and escalate this matter through other
channels.
Yours with dwindling
patience,
Your claim of
escalating the matter to your Support Team and management for further review
rings hollow in the face of the continued incompetence and indifference
displayed by your company.
Let's dissect the
situation, shall we?
1. Your so-called escalation has yielded no tangible results. The promised resolution remains elusive, and your apologies are nothing but empty words.2. My initial complaint on May 6th, 2024, was met with a similar assurance of escalation. Yet here we are, weeks later, and the issue remains unresolved.3. Despite my repeated attempts to engage with your support team via email, I have been met with nothing but radio silence or automated responses that add insult to injury.4. As for attempting to reach your Help Desk by phone, the experience was akin to shouting into the void. An automated voicemail greeted my call, followed by the revelation that your mailbox was full. A fitting metaphor for the abyss of incompetence that is Payfast.5. Let's not forget the irony of your company name. "Payfast"? More like "Pay slow," if you ask me. Your inability to provide timely payouts or even a semblance of customer service is nothing short of appalling.
In conclusion,
Payfast's actions (or lack thereof) speak volumes about the company's values—or
lack thereof. Your disregard for customer satisfaction and blatant disregard
for accountability are unacceptable.
Consider this email
my final attempt to elicit a modicum of professionalism and competence from
Payfast. Should you fail to rectify the situation promptly, I will have no
choice but to seek alternative solutions and escalate this matter through other
channels.
Yours with dwindling
patience,