TFG LEVEL OF SERVICE IS DISGUSTING AND TREAT THERE CUSTOMER S LIKE *******!

I really do not understand why TFG claims process is so difficult for the customer. The insurance claim never goes swiftly. It is either the customer care at the stores are non existent or they just do not care period.

I have been a customer with your organisation for over 10 years. Throughout the 10 years I have not had any problems. The last three years have been disgusting I must say.

Let me recap from my last encounter with you. It took you seven months for you to resolve my cellphone claim. After I had to call you everyday and the Exact store in Parow sat there doing nothing. This was in 2017 until 2018 just imagine.

A year later on the 13 February 2019 the replacement phone became faulty. I thought let me go to a different store closer to where I work. Never in my wildest dreams did I think I would receive the same treatment. My question is why are you providing a service that you do not s**** your workers on?

Why should I wait more than three weeks for a claim to be processed?

The store I went to was the Exact in Keniworth Centre.

I was assisted by Asiphe he took all my details and advised that the phone will be taken to the suppliers or manufacture. Before I could claim from the insurance due to it still being under warranty.

The process given on the 16 February 2019 I understood and waited for the outcome.

Little did I know that was not done because for some reason Asiphe was not available to process the request as promised.

I do not know if it was lack of communication at the store or lack of ownership between the colleagues.

Two weeks later Asiphe called to apologize that the phone will be sent off. I was not upset about this because he phoned to let me know that an error was made.

I started receiving notifications on the 4th March 2019 stating the phone has been booked at 3G mobile on the 8th March 2019. It was received into the repair centre of 3G mobile. Then on the 14 March 2019 the sms notification said the phone is outside the warranty and deemed beyond economical repair. On the same day the phone was passed onto the courier to come back to the store.

I then called the store to find out when will the phone arrive so that I can fill in the insurance papers.

I did not get the name of the person over the phone but I was advised to allow a week so that it can be received in store.

I waited a week then went to the store but due to load shedding nothing could be processed on the system. The statement given was abit weird as only a hard copy of the claims form is needed to be filled in.

A few days later, Asiphe called me in store to do the paper work. I went there as soon as possible. He showed me the report that advises the phone was water damaged.

I then signed the papers and he wanted an insurance number which I did not have.

Asiphe phoned (Exact)in Parow for guidance on how to get the number. Only to find out the reference was to use the number at the back of the store card.

On the 4 April 2019, I received another notification stating the phone is being assessed by the insurance. A reference number quoted on the sms. The 17 April 2019 another text came through stating additional information is required from the insurance.

I called Finrite to ask what information do you need. They asked me when was the phone faulty and where is the phone now. What happened to the phone to become faulty.

All of the above questions where answered but I told them about the report. I was showed at the store. This was advising the fault of the cellphone. They told me it was not received from the store. Only the claims form with a cut off of my signature was sent.

I immediately called the store to ask for assistance. Little did I know the person that answered the phone was so erupt and unruly. She said I must wait for Asiphe month end to be assisted as he is at another store. I told the lady I cannot wait for that as I need assistance from someone now. The phone was dropped as I wanted to take down the name of the person. I called back again the same person answered and I asked her why did she drop the phone. She rep**** that I cannot see if it is her that dropped the call.

I just thought let me not entertain this and I asked to speak to a manager or supervisor.

When I dropped the call and immediately a supervisor called. I told her about the incident on the call. She apologized and asked for my details and will call the insurance. In order to ''help'' me with the claim.

The supervisor called back stating that I need to get documents from Parow regarding the claim. I advised her that I will not do that due to my last encounter of horrific events with that store.

I asked that must I make a complaint with the head office to be assisted. She then advised that no she will assist me but they are short of staff at the moment. Hence the back lash from the staff member and pressure.

This comment was not really acceptable but I waited. Two days later, I called and asked if the documents was sent. I was advised they still waiting on Exact Parow and at the current moment there are in store visitors of TFG managers. That she is attending to, I am not sure of the supervisors name if it is Isa/Iyisha/Aysha.

This is really a red flag as you do not care about your customers. You treat them like dirt but I'm a paying customer.

On the 26 April 2019, I called the insurance to ask if the documentation has been received. The Finrite operator said yes then put me on hold. She came back stating it was an error. They are still waiting for the report from the store.

The information about the documentation from Parow was a lie. The report Asiphe showed me was never sent to the insurance still till today.

I called the store again and asked to speak to a manager called Patricia. She advised that it was sent. When I called the insurance they confirmed yes then said wait no it's not sent.

I would like a phone call when the complaint is resolved by Thursday as I will be available to speak.

I want to be compensated for the failed call backs from the insurance, lack of communication, lack of ownership etc.

PS: Please train your staff and invest in your staff. This is by far become the worst company to shop with.

Not forgetting yesterday, I called your customer care line to find out about my complaint raised on the 2nd of May. No response or acknowledgement was received.

It care to shows this poor service is a norm in this company.