Total and Deliberate Disregard for the Customer

I have a ticket that is outstanding for a week. [#480952]. I invested through Easy Equities Robodesk (MrPhy). The investment was the Emperor Enhanced Flexible Equity (Everest) Bundle. I opted to put in R5000 once off deposit then pay R500 monthly for about 10 years. The first debit order went off for R5500 in October. Then in November Easy Equities debited another R5500 in November instead of R500. I was explicit in explaining how this negatively affected my month end budget and debit orders on the email I wrote the help desk and sent to social media page.

I have been waiting for a week for Easy Equities to resolve my query. If I dont follow up I dont hear from them. When I do follow up the help desk tells me I will be refunded but they dont know how this happened and suggest that I may have set up two debit orders instead of one. I rejected this out of hand because my app (which I screenshot) and sent to them clearly shows one investment.

I am more annoyed that the help desk promises to call me and never does and that the social media page does not update me yet I took the matter up with them.

The customer service is shocking at this company. I was accused of having set up the debit order, when I challenged this I was then told the front desk are not IT specialist and cannot say for sure what happened. I have not received a refund, explanation or apology for the mess.

There is total and brazen disregard for me as the customer. Nobody calls, or emails to update me I literally have to chase these people.

I was told there is no one senior in the office to clear my refund, then I was told they are busy with audits and it will be done in the morning (8/11/2019). The help desk promised to call me first thing in the morning to confirm. No one has contacted me.

I made it clear that I want to continue with my investment but was told it is likely that the R5500 will be debited again if I do. So I had no choice but to pause my invest goal.