1 reviews | Active since Nov 2020
Terrible service: Lack of communication between FeverTree and OptiPlan.
I have purchased glasses from Specsavers using FeverTree Finance.
For some reason an entity named Opti plan works together with FeverTree in providing this finance.
Problem is when OptiPlan makes a mistake FeverTree does not accept any responsibility for the mistake and the customer (me) suffers because of it.
I changed my bank details for the OptiPlan / FeverTree debit order when I thought I got an account with FNB. They subsequently cancelled my application so I had to go back to old bank account.
This has caused the problem I have because OptiPlan failed to change it back to my old bank account despite me sending my account details confirmation letter three times. Because of this my debit orders didn't go through and I have been peanlised for that mistake.
Penalties include admin fees charged for debit order not going through and not being able to make a purchase at Decofurn. I have an email from Fever Tree saying the finance was ready only to find out when I went to the store (which costs me R300 travel costs) that the finance was not ready. I then receive a call while I am at Decofurn from Fever Tree saying my finance is ready. It was not. I then receive an email finally telling me that OptiPlan is at fault and that the amounts owing need to be settled before my finance for Decofurn is ready.
FeverTree and OptiPlan need to communicate better instead of playing the blame game with the customer, who in this case, has not made the mistake.
I have pleaded with FeverTree, before posting this review, to give me access to the funds for Decofurn before the item I want is sold but they just keep referring to me to OptiPlan instead of sorting it out with OptiPlan..
Terrible customer service and I won't be using FeverTree / OptiPlan again and I don't think anyone else should.
Thank you for reaching out and bringing this under our attention.
I confirm that both FeveerTree Finance and Optiplan has been in contact with you regarding the matter and how to go about resolving it. Once the Optiplan contract has been brought up to date, which may be done via a debit order rerun or a EFT payment, and they system updates; the Decofurn account will be open for you to proceed with purchases.
Kind regards
The FeverTree team
Thank you for reaching out and bringing this under our attention.
I confirm that both FeveerTree Finance and Optiplan has been in contact with you regarding the matter and how to go about resolving it. Once the Optiplan contract has been brought up to date, which may be done via a debit order rerun or a EFT payment, and they system updates; the Decofurn account will be open for you to proceed with purchases.
Kind regards
The FeverTree team
Let me spell it out.
I. Am. Not. At. Fault. OptiPlan. Is. At. Fault.
Why. Am. I. Being. Peanlised. If. It. Is. Not. My. Fault!
Let me spell it out.
I. Am. Not. At. Fault. OptiPlan. Is. At. Fault.
Why. Am. I. Being. Peanlised. If. It. Is. Not. My. Fault!
Thanks again for reaching out.
The requests to ensure account payments are kept up to date is not intended as a penalization however making further credit availably for utilization is not permitted until all accounts are paid to date irrespective of the payment method.
We have requested an agent to be in contact with you again regarding the matter.
Kind regards
The FeverTree Team
Thanks again for reaching out.
The requests to ensure account payments are kept up to date is not intended as a penalization however making further credit availably for utilization is not permitted until all accounts are paid to date irrespective of the payment method.
We have requested an agent to be in contact with you again regarding the matter.
Kind regards
The FeverTree Team
For other customers out there please note how FeverTree hides behind their rules like most company do.
The thing it is their rules so they can make the exceptions to those rules. That's how rules work.
Let me put it simple to explain why this should be one of the situations where the customer is except from a rule.
If OptiPlan had updated my bank details as I requested months ago then this would never have happened and I would have had access to the Decofurn account.
Therefore, applying this rule to such an individual scenario based on specific facts and circumstances is not only counter-intuitive but also very unfair.
FeverTree. Please don't bother responding. This is for your future potential customers to warn them off.
For other customers out there please note how FeverTree hides behind their rules like most company do.
The thing it is their rules so they can make the exceptions to those rules. That's how rules work.
Let me put it simple to explain why this should be one of the situations where the customer is except from a rule.
If OptiPlan had updated my bank details as I requested months ago then this would never have happened and I would have had access to the Decofurn account.
Therefore, applying this rule to such an individual scenario based on specific facts and circumstances is not only counter-intuitive but also very unfair.
FeverTree. Please don't bother responding. This is for your future potential customers to warn them off.