Worst customer service!!!

Mid-March 2020, I signed up for trading classes with Silverline Investments. CT-International (hereinafter referred as CTI) is their finance provider and therefore paid for my classes and I would then pay them a monthly instalment for 36months.

My first instalment was due by end of April. A few days into lockdown my partner lost his job. As a result, my household income has been reduced as I was now the only one with a stable income.

But then Silverline threw me a lifeline and advised me that all first instalments have been extended to end of May. This came as a relief and I budgeted accordingly.

However, at the end of April the very minute my salary hit my account, CTI deducted my first instalment.

Naturally, I contacted Silverline as they are the people I have always liaised with. They themselves were confused by this debit and said they would rectify this with CTI immediately.

CTI, however, turned them away and said that I would need to contact them personally as the account is in my name... This did not make sense to me but I contacted them anyway.

There was a lot of back and forth, I explained to them my situation as well as the fact that I was advised (by Silverline) that all people who signed up in March whose first instalment was due end of April has now been extended to end of May.

They eventually went back on their word and changed the terms of the extension. Due to these T&Cs, I didn't qualify for the extension. I threatened them with a reversal of the debit order as they cannot just change up the T&Cs like that and also did they even listen to my circumstances??? I NEED these funds to pay my rent this month.

They said they understood my circumstances and that I am welcome to approach my bank for a reversal of the funds. They would then update my account stating that it is in arrears due to the pandemic and that I would need to get it up to date once I'm financially stable.

They know that a reversal and an account that is in arrears will hurt my credit record. Why not just refund me my monies and afford me an extension til end of May as originally discussed with me?

I went as far as asking for a reduced instalment for a limited time period (all other financial providers are offering their clients this option BTW) to which they responded and I quote… "Unfortunately the debit order amount cannot be reduced as your contract is already on a long term of 36 months".

During this entire unpleasant situation all they could do was refer me to my contract as if the contract cannot be amended. CTI refuses to be flexible nor provide a customer service when it is most needed. They simply shrug their shoulders as if they are not in the position to help their clients.

They are money hungry and would probably still try to debit my account even if I went homeless.

I would not recommend any person or company to do business with them. And to rather run the other way when they see the name CT-International.