CNA Took my money three times

<p>On the 07th December 2016 I had made an online purchase on the CNA website.</p> <p> </p> <p>I then had to wait for almost a week for my item to be delivered, which it was by the 12th of December</p> <p> </p> <p>The item delivered was not the item purchased, however the guys at CNA were nice enough to include a letter stating that the if the item is incorrectly delivered the item can be exchanged or refunded at any CNA store.</p> <p> </p> <p>I went to my nearest store which was cresta and was advised that CNA had requested all the stock on this product be sent back to them.</p> <p> </p> <p>the following day I went to CNA at eastgate and heard the very same story, by now I was livid. I requested for the store to call their office and find out what’s going on, I was told that someone will get back to me the very same day. this is now Tuesday the 13th of December.</p> <p> </p> <p>after not being contacted by CNA I called again and was told that I needed to wait 48 hours for them to process the claim.</p> <p> </p> <p>nothing happened.</p> <p> </p> <p>I called again after a few days and was told that, a courier will be arranged to collect the incorrect item and deliver the correct item.</p> <p> </p> <p>On the 19th December I was called by a courier to enquire about what time I would be available. I informed the lady that the item now needs to be collected from my work premises and I will be there between 08:00 and 16:00.</p> <p> </p> <p>on the 20th of December after 16:00 pm the courier arrived to collect the item at my work premises. it was not picked up.</p> <p> </p> <p>on the 21st of December, the courier Mogaliadi Trading and projects, came to collect my item without a replacement.</p> <p> </p> <p>days went by... then 2 weeks had passed... (it was Christmas and new year’s so I thought what the hell)</p> <p> </p> <p>on the 5th of January I called again to CNA online customer services, I was now angrier that between the 21st of December and the 05th January there were 9 business days (this contact centre is open on weekends as well which I have not included) and no one from this Multimillion if not Billion-rand company had the decency, urgency or common ^$#@%*! Courtesy to give me a call, so I requested to be refunded for my purchase.</p> <p> </p> <p>the agent I spoke to said she will escalate my call and it will take 48hours to process.</p> <p> </p> <p>day 3 - Nothing</p> <p>day 4 -^$#@%*!</p> <p>day 5 - For f^$#@%*! now I want to speak to your manager.</p> <p> </p> <p>On the 12th of January I called back and now requested a manager/supervisor to talk to. The lady I spoke to tried to be helpful and advised that she will escalate the call and that someone will attend to my query, she could not get a hold of the online team as the finish at 16:00pm for the day (I called when I got home from work)</p> <p>I made it clear that I wanted my refund the next day (I may have been harsh when I spoke to her, but her subordinates were not helpful and can you blame me? after one month I didn’t have the product I wanted or the ^$#@%*! money I spent).</p> <p> </p> <p>Friday the 13th of January hmmm</p> <p> </p> <p>I got a call from the manager I spoke to the previous day, she said that they are working on resolving the refund. about an hour later I got a call from someone in the online team advising me that as I bank with the same bank as them the refund should happen the same day. I am now relieved, whoever said there was anything wrong with Friday the 13th. nothing is going wrong. hehehe.</p> <p> </p> <p>the weekend passes...</p> <p> </p> <p>Monday passes...</p> <p> </p> <p>okay so now I’ve given them 48 hours, you know just in case the bank got busy and couldn’t process my refund.</p> <p> </p> <p>Tuesday the 17th of January and I’m calling CNA customer care and I’m like damn woman what the fudge??? Friday I was told it wouldn’t take long cos we bank with the same bank but now? what’s going on?</p> <p> </p> <p>Wednesday the 18th of January, my sleep breaks at 5 am and I see the notification light flashing, so I check, and to my surprise I see a notification telling me that the amount I wanted to be refunded was taken out of my account, and I see my balance has been further reduced. panic sets in, like What the Fudge!!! </p> <p> </p> <p>I get to work and call my bank, I query the amount and I’m told that the money from the original payment only went out of my account today on the 18th of January. I tell the agent that the amount appears on my December account statement and she reassures me that there is no duplicate payment.</p> <p> </p> <p>okay that sucks but hey at least it’s not a duplicate payment I think and I call the manager at customer care again, it’s another day that has gone by lady and I still don’t have my money. she says that it was processed, and will follow up to see what’s wrong.</p> <p> </p> <p>Thursday the 19th of January, I wake up and there’s another notification on my phone, (I’m not this popular in the mornings hehehe) and for ^$#@%*! sake there is another notification saying that the same amount has gone out again and my account balance has reduced further.</p> <p> </p> <p>okay I get to work and call the bank, in the first 12 minutes I speak to useless customer service agents. I Hang up and call back requesting to speak to a team leader. Okay the gent looks at my details, goes through my account, checks my December statement and confirms what I’ve been thinking all morning so far, IVE BEEN CHARGED 3 TIMES, AT A TOTAL COST OF R1949.70, FOR AN ITEM THAT WAS FIRSTLY INCORRECTLY DELIVERED, COST ME FUEL TO GO TO TWO STORES, TO BE TOLD THAT I CANNOT BE HELPED, HAS BEEN SIX WEEKS SINCE THEY TOOK PAYMENT FROM ME, AND NO ONE WANTS TO TAKE OWNERSHIP FOR.</p> <p> </p> <p>I call the customer service manager I have been speaking to and inform her of this new development, she requests proof from me, which I supply in the form of transaction history reports from the Team leader that assisted me from the bank as well as another transaction history report that I had downloaded from my banking profile, together with the screenshot of the two transactions that went out from my account over the last two days. I am also told that the first refund will be done and I should get the notification soon.</p> <p> </p> <p>I so badly want to use profanities at this woman but I restrain myself.</p> <p> </p> <p>during the day, I get a call from a CNA agent working with online queries, who wants my ^$#@%*! statement, like what the ^$#@%*!??? I learn later that as usual the senior who passed down the query didn’t send all the information to this agent, how the ^$#@%*! do these people get their jobs? </p> <p> </p> <p>I’m told by this new online customer agent who that the first refund was done on Tuesday the 17th of January already and that she will investigate before the other 2 are done, I butt in telling her that I think the mistake was made on the 17th where the person who was to refund me, debited me instead which is how we ended up here, she claims to now understand what’s happened.</p> <p> </p> <p>it’s now 3pm, I call again to speak to the customer service manager, and I am told that she is busy with my query and will call me back. I tell the agent that I am speaking to I need to be called before 16:00pm when the online team goes home as I want to speak to their management.</p> <p> </p> <p>the customer service manager calls me back, she says that she has spoken to the online manager and they are disputing my claim that I was charged 3 times for nothing. they will refund me for the first charge and that will be it, the other 2 charges need to be taken up with my bank.</p> <p> </p> <p>I call the bank, ask for the team leader I spoke to this morning and get transferred by the idiot who answered back the answering^$#@%*! machine. nobody seems to care about customer service these days.</p> <p> </p> <p>I wait for 20 mins on the phone trying to speak to somebody knowledgeable but if they weren’t busy they had already knocked off. I decide to call the next morning and speak to the team leader who helped me earlier that day, I’m tired of explaining this ****.</p> <p> </p> <p>okay the customer service manager from CNA gives me a call, to correct what she said. she apologises, and tells me that she got another senior individual involved who has acknowledged that I was indeed wrongly debited 3 times, and that as we are with the same bank the refund will not take long and asked me to give them till 11AM on Friday morning the 20.01.2017. </p> <p> </p> <p>Friday the 20th of January 2017, this morning I get a notification from my bank with the first refund, I am then called to ask for my permission for CNA to share my statements with the bank so they can further investigate the other two transactions with no indication of a possible timeline for me to be refunded for the additional transactions that have taken place on my account and I am still out of pocket by R1299.80, not to mention my time additional costs incurred trying to get this matter resolved.</p> <p>BTW I Bank with FNB and I must say the quality of agents working in their credit card division is pathetic.</p> <p> </p>