VM
Vhutali M
1 reviews | Active since Jul 2015
08 Jan 2025, 16:44
Complaint Regarding Uninformed "Call-In Fee" Charge
I hope this message finds you well. I am writing to formally express my dissatisfaction regarding a recent charge on my Truworths account handed over to you. Specifically, I was charged an unexpected "call-in fee" of R120, which I was not made aware of prior to this charge being app****.
During my recent interaction with One of your agents, I was informed that this rule was implemented in November 2023. However, to my dismay, I, along with several other customers, were not informed about this new fee beforehand. This lack of communication is deeply concerning to me, as it undermines the customer service experience that your brand is known for.
Furthermore, when I approached the manager for clarification, I found her demeanor to be rude and unhelpful. Her explanations were unclear and did not provide any insight into the reasoning behind this charge or why customers were not notified. As a loyal customer, I believe I deserve to be treated with respect and to have my concerns addressed adequately.
I kindly request that you review this matter, explain why I was not informed of this charge, and consider reversing the fee app**** to my account. Transparent communication is crucial in maintaining customer trust, and I hope to see improvements in this area.
Thank you for your attention to this matter. I look forward to your prompt response
Helpful (0)
Replies (9)0
Replies (9)
Easton-Berry Collections's replyOfficial
09 Jan 2025, 08:03Good day Vhutali M,
Thank you for inquiry.
Please note the account concerned was handed over to our office for debt recovery since 04.10.2023.
Kindly be advised the account is administered as per the Debt Collectors Act 114 of 1998 hence subjected to the respective fees.
We will assess your account and communicate with you via email regarding a resolve.
Kind Regards
Maheshree
Easton-Berry Collections Team
Thank you for inquiry.
Please note the account concerned was handed over to our office for debt recovery since 04.10.2023.
Kindly be advised the account is administered as per the Debt Collectors Act 114 of 1998 hence subjected to the respective fees.
We will assess your account and communicate with you via email regarding a resolve.
Kind Regards
Maheshree
Easton-Berry Collections Team
Easton-Berry Collections's reply09 Jan 2025, 08:03
Official
Good day Vhutali M,
Thank you for inquiry.
Please note the account concerned was handed over to our office for debt recovery since 04.10.2023.
Kindly be advised the account is administered as per the Debt Collectors Act 114 of 1998 hence subjected to the respective fees.
We will assess your account and communicate with you via email regarding a resolve.
Kind Regards
Maheshree
Easton-Berry Collections Team
Thank you for inquiry.
Please note the account concerned was handed over to our office for debt recovery since 04.10.2023.
Kindly be advised the account is administered as per the Debt Collectors Act 114 of 1998 hence subjected to the respective fees.
We will assess your account and communicate with you via email regarding a resolve.
Kind Regards
Maheshree
Easton-Berry Collections Team
VM
Vhutali M's updateReviewer Update
09 Jan 2025, 09:46I understand that you have your own rules however you should send communication regarding anything that will financially impact your clients.
It's really disgusting knowing that you are finishing your debt only to be told that you have incurred some fees just for calling in using my own airtim to know about your account as you guys don't even send us any statement to show how much is left.
Yo say you will send me an email, I hope I won't be charged for that email aswell.
Another thing, I had two accounts with you guys but to my surprise the Mr Price Sheet street one was removed from yo guys and there was still a balance of about R1.9k according to you only to find out that the account is paid up, also received a paid up letter from Mr Price but you guys still have an outstanding balance.
After all this I just wonder If your balances are a true reflection of what we owe.
My balance for the account in question that you are handling is showing a balance of R578 on Experien however your balance is over R1k.
Please explain.
It's really disgusting knowing that you are finishing your debt only to be told that you have incurred some fees just for calling in using my own airtim to know about your account as you guys don't even send us any statement to show how much is left.
Yo say you will send me an email, I hope I won't be charged for that email aswell.
Another thing, I had two accounts with you guys but to my surprise the Mr Price Sheet street one was removed from yo guys and there was still a balance of about R1.9k according to you only to find out that the account is paid up, also received a paid up letter from Mr Price but you guys still have an outstanding balance.
After all this I just wonder If your balances are a true reflection of what we owe.
My balance for the account in question that you are handling is showing a balance of R578 on Experien however your balance is over R1k.
Please explain.
VM
Vhutali M's update09 Jan 2025, 09:46
Reviewer Update
I understand that you have your own rules however you should send communication regarding anything that will financially impact your clients.
It's really disgusting knowing that you are finishing your debt only to be told that you have incurred some fees just for calling in using my own airtim to know about your account as you guys don't even send us any statement to show how much is left.
Yo say you will send me an email, I hope I won't be charged for that email aswell.
Another thing, I had two accounts with you guys but to my surprise the Mr Price Sheet street one was removed from yo guys and there was still a balance of about R1.9k according to you only to find out that the account is paid up, also received a paid up letter from Mr Price but you guys still have an outstanding balance.
After all this I just wonder If your balances are a true reflection of what we owe.
My balance for the account in question that you are handling is showing a balance of R578 on Experien however your balance is over R1k.
Please explain.
It's really disgusting knowing that you are finishing your debt only to be told that you have incurred some fees just for calling in using my own airtim to know about your account as you guys don't even send us any statement to show how much is left.
Yo say you will send me an email, I hope I won't be charged for that email aswell.
Another thing, I had two accounts with you guys but to my surprise the Mr Price Sheet street one was removed from yo guys and there was still a balance of about R1.9k according to you only to find out that the account is paid up, also received a paid up letter from Mr Price but you guys still have an outstanding balance.
After all this I just wonder If your balances are a true reflection of what we owe.
My balance for the account in question that you are handling is showing a balance of R578 on Experien however your balance is over R1k.
Please explain.
Easton-Berry Collections's replyOfficial
09 Jan 2025, 10:09Good day Vuthali M,
Thank you for response herein.
Please note a detailed email has been directed to you regarding your accounts.
Kindly be advised the charges app**** to the accounts are due to the handover of the account from the credit provider.
The original terms and conditions signed when opening an account does state, that should you default on the account, you will be liable for the balance inclusive of legal costs.
Our system does not automatically dispense statements however these may be requested via telecom or email, we have provided our office contact details for ease of contact.
We refer to the inquiry on the Mr Price Account and advise the balance on our system is no longer valid as the account was withdrawn from our office as per instruction from Mr Price.
As per email correspondence addressing all concerns, we confirm your matter has been resolved.
Kind Regards
Maheshree
Easton-Berry Collections Team
Thank you for response herein.
Please note a detailed email has been directed to you regarding your accounts.
Kindly be advised the charges app**** to the accounts are due to the handover of the account from the credit provider.
The original terms and conditions signed when opening an account does state, that should you default on the account, you will be liable for the balance inclusive of legal costs.
Our system does not automatically dispense statements however these may be requested via telecom or email, we have provided our office contact details for ease of contact.
We refer to the inquiry on the Mr Price Account and advise the balance on our system is no longer valid as the account was withdrawn from our office as per instruction from Mr Price.
As per email correspondence addressing all concerns, we confirm your matter has been resolved.
Kind Regards
Maheshree
Easton-Berry Collections Team
Easton-Berry Collections's reply09 Jan 2025, 10:09
Official
Good day Vuthali M,
Thank you for response herein.
Please note a detailed email has been directed to you regarding your accounts.
Kindly be advised the charges app**** to the accounts are due to the handover of the account from the credit provider.
The original terms and conditions signed when opening an account does state, that should you default on the account, you will be liable for the balance inclusive of legal costs.
Our system does not automatically dispense statements however these may be requested via telecom or email, we have provided our office contact details for ease of contact.
We refer to the inquiry on the Mr Price Account and advise the balance on our system is no longer valid as the account was withdrawn from our office as per instruction from Mr Price.
As per email correspondence addressing all concerns, we confirm your matter has been resolved.
Kind Regards
Maheshree
Easton-Berry Collections Team
Thank you for response herein.
Please note a detailed email has been directed to you regarding your accounts.
Kindly be advised the charges app**** to the accounts are due to the handover of the account from the credit provider.
The original terms and conditions signed when opening an account does state, that should you default on the account, you will be liable for the balance inclusive of legal costs.
Our system does not automatically dispense statements however these may be requested via telecom or email, we have provided our office contact details for ease of contact.
We refer to the inquiry on the Mr Price Account and advise the balance on our system is no longer valid as the account was withdrawn from our office as per instruction from Mr Price.
As per email correspondence addressing all concerns, we confirm your matter has been resolved.
Kind Regards
Maheshree
Easton-Berry Collections Team
VM
Vhutali M's updateReviewer Update
10 Mar 2025, 13:26Can I get someone to respond to my emails regarding a paid up letter from you guys as I have settled my account with you and have also sent a POP ?
VM
Vhutali M's update10 Mar 2025, 13:26
Reviewer Update
Can I get someone to respond to my emails regarding a paid up letter from you guys as I have settled my account with you and have also sent a POP ?
VM
Vhutali M's updateReviewer Update
12 Mar 2025, 15:51Any response on my query as I have not received any feedback till today or you guys want me to call you so that you can bill me for the call and still be owing you after that?
VM
Vhutali M's update12 Mar 2025, 15:51
Reviewer Update
Any response on my query as I have not received any feedback till today or you guys want me to call you so that you can bill me for the call and still be owing you after that?
Easton-Berry Collections's replyOfficial
13 Mar 2025, 08:10Good day Mr Vhutali,
Thank you for inquiry.
Please note our system indicates last payment received 10.03.2025.
We advise the team are in the process of updating the account to paid-up.
Kindly be advised a paid-up letter will be made available to you within 7 to 14 business days.
Kind Regards
Maheshree
Easton Berry Collections Team
Thank you for inquiry.
Please note our system indicates last payment received 10.03.2025.
We advise the team are in the process of updating the account to paid-up.
Kindly be advised a paid-up letter will be made available to you within 7 to 14 business days.
Kind Regards
Maheshree
Easton Berry Collections Team
Easton-Berry Collections's reply13 Mar 2025, 08:10
Official
Good day Mr Vhutali,
Thank you for inquiry.
Please note our system indicates last payment received 10.03.2025.
We advise the team are in the process of updating the account to paid-up.
Kindly be advised a paid-up letter will be made available to you within 7 to 14 business days.
Kind Regards
Maheshree
Easton Berry Collections Team
Thank you for inquiry.
Please note our system indicates last payment received 10.03.2025.
We advise the team are in the process of updating the account to paid-up.
Kindly be advised a paid-up letter will be made available to you within 7 to 14 business days.
Kind Regards
Maheshree
Easton Berry Collections Team
VM
Vhutali M's updateReviewer Update
13 Mar 2025, 09:34Thank you for your assistance, Hope to received the letter within the stipulated time.
VM
Vhutali M's update13 Mar 2025, 09:34
Reviewer Update
Thank you for your assistance, Hope to received the letter within the stipulated time.
Easton-Berry Collections's replyOfficial
13 Mar 2025, 09:46Good day Vhutali,
Please note the paid-up letter has been issued.
We have resent the same once again.
Kindly respond to our email to confirm receipt of the document.
Kind Regards
Maheshree
Easton-Berry Collections Team
Please note the paid-up letter has been issued.
We have resent the same once again.
Kindly respond to our email to confirm receipt of the document.
Kind Regards
Maheshree
Easton-Berry Collections Team
Easton-Berry Collections's reply13 Mar 2025, 09:46
Official
Good day Vhutali,
Please note the paid-up letter has been issued.
We have resent the same once again.
Kindly respond to our email to confirm receipt of the document.
Kind Regards
Maheshree
Easton-Berry Collections Team
Please note the paid-up letter has been issued.
We have resent the same once again.
Kindly respond to our email to confirm receipt of the document.
Kind Regards
Maheshree
Easton-Berry Collections Team
Easton-Berry Collections's replyOfficial
13 Mar 2025, 12:45Good day Vhutali,
Thank you for response to our email.
We confirm matter herein resolved.
Kind Regards
Maheshree
Easton-Berry Collections Team
Thank you for response to our email.
We confirm matter herein resolved.
Kind Regards
Maheshree
Easton-Berry Collections Team
Easton-Berry Collections's reply13 Mar 2025, 12:45
Official
Good day Vhutali,
Thank you for response to our email.
We confirm matter herein resolved.
Kind Regards
Maheshree
Easton-Berry Collections Team
Thank you for response to our email.
We confirm matter herein resolved.
Kind Regards
Maheshree
Easton-Berry Collections Team