Worst customer service experience

After 3 years of religiously paying off my NSFAS student loan every month without missing a single payment, my account was handed over in error to Brooks & Luyt on the 1st of August. This was due to a system malfunction which is when the calls from Brooks & Luyt started. On the same day I confirmed with NSFAS that it never should have been handed over, for which they apologised and said that they would confirm with Brooks & Luyt to close my file.

While I was on the line with NSFAS though I decided to settle the account in full. Once the payment had reflected, they sent a confirmation on the 12th of August that my account has been paid in full. NSFAS have been nothing but understanding in all of this and I’d like to give them credit in the wonderful way they’ve treated me.

However, to this day I am still being harassed by Brooks & Luyt. Admittedly, I lost it a bit today and went off at the call centre agent as I am beyond frustrated because it’s been 2 weeks of constant harassment. The strange thing is that when I’ve phoned their offices (multiple times by now), I've had various supervisors confirm that my number should not be in the system anymore as my file has been closed.

Yet at least once a day I still receive phone calls from them asking to pay my account and they are adamant that my file is still open and refute that it was opened in error. It’s shocking how little they care about the actual facts of a case or liaising with their client (NSFAS) to confirm these facts.

I have escalated this with NSFAS and hopefully it will be sorted out soon so that I don’t have to go through the ordeal of another Brooks & Luyt phone call again. I understand that as a Debt Collector, you need to have tough skin but the abusive treatment I've had from Brooks & Luyt has been absolutely disgusting to say the least.

I was an innocent bystander of a system malfunction yet I was treated and harassed like a ******** when I have done nothing wrong. Shame on you Brooks & Luyt.