Dishonest and Unhelpful Staff in Collections

I am absolutely disgusted and appalled that your staff would blatantly lie to clients let alone on a recorded call. I phoned into the Personal Loans department today to set up a new payment arrangement as my previous one expired at the end of December 2021. I spoke to Andile. The long and the short of it is he completely refused to set up and sms me proof of a payment arrangement without a debit order. He further went on to say that no sms can be sent unless a debit order is setup - I know this to be completely untrue. I informed Andile that when I setup my previous payment arrangement on 22/09/21 there was no debit order put in place and still I received an sms. He put me on hold and allegedly spoke to the last guy who set up my payment arrangement and proceeded to tell me that this guy did in fact set up a debit order and they could see it on the system on my profile. I asked Andile to send me this proof of debit order set up as well as proof where the funds were deducted from this account, surprisingly he couldn't do that. Why? Because it never happened. I also asked him to provide proof from that phone call on 22/09/21 where I agreed to a debit order - he couldn't do that either. I have also checked my debit order history back to the beginning of 2021 and there has never been a debit order set up for R2000. I can only assume these to be blatant lies, arrogance and incompetence. I have since spoken to another colleague who had no issues setting up this new payment arrangement and further confirmed that there is no debit order on my account for R2000 nor has there ever been. She also was more than happy to send me the sms as confirmation without having a debit order set up as I have agreed to continue making manual transfers as I have done since October 2021.

I am making a continuous effort to pay into my loan even though I lost my job during Covid, but the attitude of your staff can make it almost impossible. Had I not made further effort to call back and set something in place, I could have just as easily walked away from the debt and offered a future debt collector substantially less.