Bad service

I called Finchoice on 30 July 2019 to confirm a settlement amount, I spoke to 2 consultants and specifically asked if the debit order will still continue as planned if i settle the full account, both consultants confirmed they have cancelled the debit order and therefore my account will not be debited. I immediately settled the amount, sent proof of payment to Finchoice via email and sadly so i woke up to a debit order notification from Finchoice.

I contacted the Call centre and requested to speak to Jodie the Team Leader who the advised that the amount due to me will be refunded immediately, he promised to call me back once the refund has been processed.

I received a call from a consultant who confirmed that the debit order has been processed but the funds will only reflect after 2 working days.

This is not the promise that Jodie made, i requested to speak to him again to no avail and instead i got transferred to Maurice who was rather rude, with no telephone and customer service etiquette, who blatantly said he could not help me yet it is their organisation that has inconvenienced me financially by running a debit order after having confirmed that the debit order has been cancelled. Maurice had no remorse and specifically told me he cannot help me.

I am a manager at an organisation and there is always channels to escalate urgent matters where it is outside of my function to ensure resolve the customer's complaint and enhance their experience.

It is clear that Finchoce does not care about their customers

I asked, if you cannot refund the funds with immediate effect, can you at least cover for unpaid fees which i will incur as a result of your inconvenience, Maurice specifically said it is not his problem.

This is a terrible customer service and ********* in so many ways, the TCF principle has been chucked out the door, this company could not be bothered.