Poor Customer Services

Good day

I am writing to express my utmost dissatisfaction with your Walmer Park Branch in Port Elizabeth.

I currently have an item in pawn that would have expired on 14/04/2026 had I not made previous arrangements to extend..

In being proactive, I contacted the branch on Monday, 13/04/2026 to verify the expiry date to be the above date as I would have visited the branch to attend to an extension on the same day. or enquire what other methods of payments can be arranged. I initially got bounced around before being put through to the correct person and spoke to a lady. We spoke regarding the expiry and she advised that the item can be extended to 24/04/2026 and I would therefore not need to make arrangements on that day to attend to the extension. On this I was happy with this arrangement as agreed accordingly.

I believed that was supposed to be the end of the conversation until the 24th. However, I received the attached WhatsApp message and follow up phone call advising me that the item has expired and arrangements need to be made regarding the extension. This naturally caused frustration as that was exactly what I had done on 13/04/2026. I advised the consultant that arrangements had already been made and that he should communicate with his colleagues to get the facts before messaging or advising me of an "expired contract or moneys needed to be paid or risk forfeiture" as I have already had this discussion with Cash Converters.The consultant then, in his arrogance turned the conversation on me advising that "is he not supposed to double check with me on an expired item?" which is exactly what he should have done with his colleague/check notes/do homework before contacting clients to advise of making immediate payment or risk losing items.

He went further to give a pathetic apology advising that they will never contact me regarding expired items, insinuating that any and all future transactions will be at risk of loss as they will not follow up again in future.

I then sent a message requesting that he get his manager to contact me, which turned out to be an even greater frustration as he could not understand the very basis of my complaint:

- Cash Converters should have better operating procedures and communication internally before customers are contacted with messages threatening the loss of their belongings. - More training needs to be given to their consultants when discussing things of monetary value and having the correct etiquette when talking to customers.

Discussing this with Siya, the manager turned out to be more of an argument and repetitive rather than accepting the shortcomings that were provided by his employee.

Siya advised that I must have read the message incorrectly, a message that clearly reads "Please pay R 303 or make arrangements. failure to do so, your item will be placed on sale". I explained to Siya that I did make arrangements on Monday, 13/04/2026 and that had his employee performed due diligence before sending such a threatening message then the whole situation would have been avoided.

Siya, also failing to see the point, advised that there is no way for them to confirm that the conversation did occur and that if I confirmed the conversation on Monday, then the employee I spoke to will have made a note in their "book" which the secondary employee that called me today would not have had access to. I advised him that it is an operational issue on Cash Converters side that they do not have an effective operating system that captures communications or notes that arrangements are made before these calls are done to customers, because had this been in place, I would not have received a threatening message which basically states "act or else". Siya himself also attempted to turn this on me as I could not get the name of the employee I spoke to on Monday. I advised him that if Cash Converters had an effective operating system with communications then it would not matter who I spoke to as Cash Converters would have records of it.

This is an extremely unprofessional way of handling this complaint especially since i made specific arrangements before the date of expiry of the repayment, so as far as I am concerned I have done what I needed to do prior to the expiry so I am of the impression that this is extended, not "expired" as referred to by Siya.

Please have your employees, from the client facing employee, to the managers it seems, trained better on customer services and updating notes when it comes to any sales so as to avoid these types of complaints in future.

I am extremely bugged by this experience and just want this matter resolved so that I never have to deal with your company again.

Kind regards,

Marshall Snyman ***