1 Star – Extremely poor treatment and completely unacceptable communication

My experience with Brooks & Luyt Attorneys, and specifically their consultant Leverge Hendricks, has been extremely disappointing.

I understand that debt collection is part of the process and I have no issue being contacted regarding an ***. What I do have an issue with is being spoken to in a condescending, rude and disrespectful manner.

Mr Hendricks has a way of speaking to people that comes across as though he is personally offended by the fact that they have a debt. The tone is belittling and judgmental, rather than professional. Nobody should be made to feel as though they are somehow less deserving of basic respect simply because they are dealing with financial difficulties.

And this isn't a once-off.

On 2 September, I specifically told Mr Hendricks that I did not want to deal with him again and that I would be happy to communicate with another consultant. Despite that, I was contacted by him again on 29 September.

During the latest call, I explained that I am under debt review. I then found myself having to explain how long I have been under debt review — as though that somehow determines whether I deserve to be spoken to respectfully.

For clarity, debt review is a formal process under the National Credit Act for consumers who are over-indebted. It exists to help consumers manage their credit obligations through a structured process, including the possibility of having their debts rearranged. It is not a licence for debt collectors to treat people as though they have forfeited their dignity simply because they are struggling financially.

In fact, I would expect a company involved in debt collection to understand this better than most.

People who are under debt review are already dealing with financial pressure. The purpose of professional debt collection should be to communicate clearly, deal with consumers respectfully and work within the appropriate processes — not to talk down to them or make them feel humiliated.

My request to Brooks & Luyt is very simple:

Please audit the calls involving Mr Hendricks, particularly the calls on 2 September and 29 September.

Listen to the tone and manner in which he speaks to people. Then ask yourselves whether that is genuinely the standard of communication you want representing your firm.

Mr Hendricks needs extensive training in professional communication, customer service, dealing with consumers under financial distress, and frankly, basic respect when speaking to another human being.

Being a debt collector does not give anyone the right to speak to people as though they are beneath them.

Being under debt review does not make someone a lesser person.

And having a debt does not mean you have to accept being spoken down to, belittled or treated without basic courtesy.

I would strongly encourage Brooks & Luyt to take this complaint seriously and review the conduct of the consultants representing their firm. The way you communicate with people matters — particularly when those people are already in a financially vulnerable position.