1 reviews | Active since Feb 2014
Worst service ever
I paid up my account and directly after making the payment I phoned to confirm that the payment was received as it was a FNB to FNB payment. The lady informed me that they will only be able to see the payment in the morning as she did not have access to it. I confirmed also with her that is the settlement was made on the account if the debit order would be canceled and she confirmed this.
The next morning the debit order was run on my account, even though it was a day earlier then the debit order should have been run on my account.
I phoned the morning to ask why they still took the debit order even thou I did phone and confirm that it would be canceled and was asked to send a proof of payment via e-mail and then got informed that they do not have access to e-mail. This was the worst excuse I have ever heard.
Later the same day I phoned in again and the consultant said that she would escalate the matter and I would receive a SMS with the details. This SMS never reached me even after having to verify my cell number.
A few hours into the day I received a e-mail back stating that they will be repaying the money that was incorrectly deducted from my account and that it would take 24 - 48 hours. After that I confirmed the amount that they would be paying back and that was confirmed. The agent that mailed me was Jeremy and that was the last I heard. At this stage I also received a mail to rate the pathetic service from Finchoice.
It has now been over 2,5 days later and I still have not received the money back and I have been sending follow up mails and they have just not rep**** to the mails.
I would really not recommend using them unless it is the last option available.
After getting through to them again I was told that the person could not check a status of a refund and that the support agents do not have access to mails. I asked to be put through to someone that would be able to assist and was told that all the managers are working from home and they have not communication with the call center staff.
After pressing the matter to speak to someone that would be able to assist a manager was put on the line. I have no idea how she was able to get hold of the manager and how she made it to the office from her house in 20 seconds.
The manager then informed me that only the "back office" has access to mail and they were not able to see any mails that have been sent in. This is the worst excuse I have ever heard of. This shows that they do not trust the staff to multitask or to efficiently try and assist customers.
I was then told that if the refund was not requested on the phone they could not help me and that I would need to send a mail to request a refund, HOWEVER, if only a mail was sent to request a refund I would need to start the process over again.
I tried to explain to the lady that I phoned in 3 times already and that 18 mails have been sent with no reply and was told that if I try and talk over her we are going to have a problem.
After 5 minutes that she clearly does not understand what people are trying to tell het and then making threats at people I got them to look at the account. It turns out that the people at Finchoice are not only slow at answering mails, answering calls and understanding people, however they delayed the refund process by 2 days.
This company should really change their name as they have no idea how to do anything.
Back office can only work on mails. Support can only work on a telephone. Collections only knows how to be rude to people and have no communication skills. Managers that threaten people and do not understand any languages.
After getting through to them again I was told that the person could not check a status of a refund and that the support agents do not have access to mails. I asked to be put through to someone that would be able to assist and was told that all the managers are working from home and they have not communication with the call center staff.
After pressing the matter to speak to someone that would be able to assist a manager was put on the line. I have no idea how she was able to get hold of the manager and how she made it to the office from her house in 20 seconds.
The manager then informed me that only the "back office" has access to mail and they were not able to see any mails that have been sent in. This is the worst excuse I have ever heard of. This shows that they do not trust the staff to multitask or to efficiently try and assist customers.
I was then told that if the refund was not requested on the phone they could not help me and that I would need to send a mail to request a refund, HOWEVER, if only a mail was sent to request a refund I would need to start the process over again.
I tried to explain to the lady that I phoned in 3 times already and that 18 mails have been sent with no reply and was told that if I try and talk over her we are going to have a problem.
After 5 minutes that she clearly does not understand what people are trying to tell het and then making threats at people I got them to look at the account. It turns out that the people at Finchoice are not only slow at answering mails, answering calls and understanding people, however they delayed the refund process by 2 days.
This company should really change their name as they have no idea how to do anything.
Back office can only work on mails. Support can only work on a telephone. Collections only knows how to be rude to people and have no communication skills. Managers that threaten people and do not understand any languages.
We thank you for your feedback. We strive to ensure every customer is satisfied with our service, and we apologise for any way in which we may have inconvenienced you. Allow us to investigate your query and have it resolved.
The finchoice team
We thank you for your feedback. We strive to ensure every customer is satisfied with our service, and we apologise for any way in which we may have inconvenienced you. Allow us to investigate your query and have it resolved.
The finchoice team