Builders Warehouse Financial Services Disgrace!!
Below is an excerpt of a mail that I have sent three times to try and sort out a duplicate charge to my Builders Store Credit Card on the 29th May. It seems that there is a basic inability of the Builders Warehouse Head Office Finance staff to
1. Even understand the problem (they do not seem to grasp the concept of a "duplicate charge" 2. Be able to do something as simple as contact there Northriding branch to confirm the duplicate transaction. 3. Resolve the matter by having the duplicate charge reversed.
I have sent three emails (with all the relevant material attached) and made four calls to the call centre in the past 5 weeks, only 1 of which resulted in me being able to complete the call before being cut off. Siphe, who assisted me on the last call on Monday 18th July phoned me back today on Wednesday 20th July to tell me that Head Office is unusable to assist me and that I need to drive to Northriding Branch with the original documentation and a copy of my statements to resolve the issue myself.
"Needles to say - if I do manage to get this issue sorted out I will be closing my Builder's Warehouse account forthwith. I have seldom encountered such gross incompetence from a Financial Services Provider.
"THIS IS MY THIRD ATTEMPT TO RESOLVE THIS ISSUE !!!!!! PLEASE REFER TO ATTACHMENTS On the 29th May I made a purchase of R2893.00 at Builders warehouse Northriding At the time of paying the store’s systems were offline. The cashier first attempted to swipe my Builders card through the normal terminal and told me that it “did not go through” She then fetched an “off line” terminal and re-processed the transaction The same day I returned part of the purchase in the amount of R2685.00 (this was for the computer desk and pedestal) – The Manager at a the info desk received the stock and told me that the credit would be processed once they were back on line the next day When I received my statement I saw that there have been two charges for the same amount on the same day (R2893.00 X 2). I MADE ONLY ONE PURCHASE for that amount . The credit note for the desk has been processed correctly ! I logged this query with your call centre and received a call from a consultant on the 16th June who said she would sort it out To date I have still not received my credit of R2893.00 for the purchase amount that was duplicated. "