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Bianca N

1 reviews | Active since Oct 2019

11 Oct 2019, 10:39

Sureswipe Very Bad Client Service

So I signed up for a sureswipe rental machine on 19 September 2019 and had received a mail saying that I can expect delivery within 6 days. Had to pay the fee upfront of R207 which was the admin fee apparently. Knowing that I needed my machine prior to the 5th of October, I had no response for days after I had sent my documentation for approval. Tercia returned to her office after her leave the Thursday 26 September, after numerous attempts to get a hold of them telephonically and via their call centre no one bothered to get back to me. By the 1st of October which was 4 days prior to me needing my card machine I still did not get any feedback and no one was answering their phones. I then requested a cancellation and a refund of my admin fee.... surprisingly today after enquiring when my refund will take place I am informed that I will not get it back???? Why do you wait 10 days to tell me this and that after I had to enquire for the how many'th time? The consultant who assisted me was Tercia Rakhotso.

Do you call this good client service? I am so disgusted as everyone using them was very pleased with their service. I only had to cancel because I did not have a choice. The least you can do is refund me my admin fee.

0
Replies (2)
Adumo
Adumo's reply11 Oct 2019, 11:41
Official
Hi Bianca  Thank you for getting in touch with us. We charge the delivery and activation fee for sending your machine via RAM, and administrative purposes which includes FICA verification to activate your contract. The team has advised us that your initial contract was rejected due to an ITC listing. Tercia did advise you of this and she further requested that you could still apply if you send additional supporting documentation. This means that the fee will be non-refundable, as we did the necessary verification checks.  It was highly unfortunate that she went on leave at the time when you sent us your supporting documentation, and we should have included a second email contact for you to get in touch with thereafter to avoid further delays. We completely own the delay from the time Tercia went on leave until she got back to assist you, and we are very sorry that no one from the Call Centre responded. We will endeavour to take this as a learning and will ensure that this message is passed onto the relevant stakeholders.  We are sorry that you had to cancel this time, but we have a wide product range for all your payment needs should you wish to get in touch again.   Kind regards The Sureswipe Team 
BN
Bianca N's update11 Oct 2019, 11:52
Reviewer Update
Because of your mistake I have to pay? That is unfortunate. Because of this I had to request a cancellation and go somewhere else. Further more I was never informed that if I had just purchased a machine the entire mess could have been avoided?

What would have made this 'slightly' better, is when I requested a cancellation and a refund , that I would at least have been informed no refund would be made?! But waiting 10 days until I enquire again and then telling me this is highly unprofessional!!!!!