Terrible customer experience. *********** consultants. Failure to carry out instructions. Leaders failing to call when requested.

Name- France Mashigo Policy number- *** Contacts- ***

I have sent an email on the 22nd Feb 2022 requesting a debit order date change to the 15th monthly. An email confirming the date change was sent to me a day or two later. There was no explanation about the financial implications of the date change, and how this would effect my debit order amounts.

A few days later I received an email stating that I'm in arrears. This led to my telephonic interactions with various credit control consultants who could not respond to my questions. I was advised that I am being billed in arrears. Some of my questions were: What would my billing period be with a debit dated 15th? Why the debit order amount would be R1489.20 on the 15th March 2022 yet I don't owe 2 full months?

I then gave instructions twice for an ad-hoc debit order collection, just for the February 2022 arrears. The instruction was never carried out.

I also requested numerous times to be called by a manager and this never happened.

All these resulted in an unpaid debit order yesterday, which has a negative impact on my bank financial history.

This high level of incompetence and poor customer experience is unacceptable.

I request that all calls be listened to, and email responses be evaluated. Thereafter deal with all responsible people accordingly.

I need to be contacted on any one of my numbers provided above.

Kind regards France Mashigo.