FASTA... MORE LIKE WORSTA BAD CUSTOMER SERVICE

Good day It is with frustration and irritation I write this complaint. On the 25th November, JHB was wrecked with a severe storm causing flooding in homes, cars etc. My car was flooded with both interior and exterior damage. As most South African’s once Covid hit we aren’t able to have insurance. I took out a loan with FASTA to fix an already old car but I need it to get to work to pay bills. What was a basic problem has since turned into a nightmare for me with the floods. I sent FASTA an email to work out a payment plan as I won’t be able to settle all my bills and still allocate money to fix my car. Not only that, with festive season looming I’m already overly stretched, fuel hikes and with daily storms I’m at wits end trying to resolve the matter. So I made a part payment yesterday, unfortunately not the full instalment due while awaiting feedback on my email request. My first response comes from an agent MANDY ADAMS who replies to my dilemma stating I can’t take out another loan with the current active. I made no mention of increasing or taking out another loan. I needed to extend my payment terms and reducing my instalment until I can fix my car. I respond and request for this to be escalate and request for a manager to contact me to discuss a payment plan. My exact words on the email “Could you refer me to a manager, so I can explain my situation as I don’t want unpaid fees whereas I’m committing to pay to finish off the loan I have.” Low and behold I get a response from CANDICE FRE****S who responds by saying she can’t change my debit order date. And that they will continue tracking my account until they can deduct the funds. – “Please note if the payment fails our Collection Team will make contact.” I’m trying to get assistance due to my situation in advance so I don’t get harassing calls. With no call centre number, not a call from some senior or an agent even acknowledging my situation, EMPATHY goes a long way instead I receive nonsensical responses. I understand this might seem trivial in both their eyes but this is my LIFE! Do loyal CUSTOMERS truly not matter anymore!