Consumer Friend - disgusting service

I've had a TFG account for many years and, due to unforeseen circumstances, an arrangement was put in place. I diligently made my payments every month, unaware that I had overpaid. When I noticed a negative balance of R3,500 on my statement, I visited my nearest store to inquire. The store assistants were helpful and contacted the call center, where a consultant confirmed that I had indeed overpaid and was entitled to a refund. I completed the required refund form, attached all necessary documents, and the store submitted everything to TFG.

After several days, I received a call from TFG stating that they had done their part and provided me with a number and email address to contact, as the refund needed to be processed by the consumer friend.

It has now been over 90 days, and despite multiple attempts—handling a toddler, waiting in queues, and spending hours on calls—I still haven't received my refund. It's beyond frustrating that consumers must fight for their own money. Put yourself in my position—would you accept this level of service?

This is completely unacceptable. I have repeatedly requested assistance, only to be told the issue has been "escalated to TFG." Am I just supposed to wait indefinitely? This is taking away valuable time from my work, my child, and my personal life—time I’ll never get back.

We place our trust in companies to assist consumers, yet the exhausting back-and-forth, poor customer service, and complete lack of help have left me questioning whether TFG truly cares about its customers or just about their own paychecks. Are we nothing more than numbers to you?

Extremely disappointed and frustrated!