TN
Thembela N
1 reviews | Active since May 2021
19 May 2022, 07:20
Poor service from Flexclub
I had the worst experience yesterday where I was approached by someone who told me they've been instructed to repossess the car I was driving.
Flexclub has been great to me and my family up until this point. The reason for repossession is that I owe them 4500, half of my monthly subscription. This is the case because on their accounts page, they give clients an option to make a partial payment. My question is, why give clients that option if 2 weeks down the line the car will have to be repossessed with no notice at all of this happening?
I understand that over the last two months I've paid my subscriptions late, but I've been paying as this is a service I value due to being unable to gain car finance because my score is still low. I'm deeply disappointed in flexclub and don't know if this will help me get a chance to speak to management within this institution because all the front line staff I have spoken to so far have an attitude and speak with so much sarcasm that I end up dropping the call.
Helpful (0)
Replies (3)0
Replies (3)
FlexClub Marketplace's replyOfficial
19 May 2022, 11:58Hi Thembela,
Thanks for reaching out. Unfortunately, all accounts that are in arrears are processed for recovery 1 month after payment is due and no payment plans will be put in place as per our new internal policies. We do apologise if this has not been made clear and would be happy to get one of our senior customer support specialists to give you a call to discuss your query further.
Please do let us know.
Team FlexClub
Thanks for reaching out. Unfortunately, all accounts that are in arrears are processed for recovery 1 month after payment is due and no payment plans will be put in place as per our new internal policies. We do apologise if this has not been made clear and would be happy to get one of our senior customer support specialists to give you a call to discuss your query further.
Please do let us know.
Team FlexClub
FlexClub Marketplace's reply19 May 2022, 11:58
Official
Hi Thembela,
Thanks for reaching out. Unfortunately, all accounts that are in arrears are processed for recovery 1 month after payment is due and no payment plans will be put in place as per our new internal policies. We do apologise if this has not been made clear and would be happy to get one of our senior customer support specialists to give you a call to discuss your query further.
Please do let us know.
Team FlexClub
Thanks for reaching out. Unfortunately, all accounts that are in arrears are processed for recovery 1 month after payment is due and no payment plans will be put in place as per our new internal policies. We do apologise if this has not been made clear and would be happy to get one of our senior customer support specialists to give you a call to discuss your query further.
Please do let us know.
Team FlexClub
TN
Thembela N's updateReviewer Update
19 May 2022, 13:33Hi,
Thank you so much for responding. Please review my profile to see that the R4500 that is outstanding is only 2 weeks overdue and as per the reply you sent, you mentioned recovery takes place a month after payment is due?
I made a card payment of 55% of my monthly subscription on the 2nd of May. I do not have a balance that is 1 month overdue at all, and that is why this whole thing caught me by surprise.
image.png 5.98 KB
Is it possible to review this entire issue? I don't have any faith in your customer support staff, and I'd only like to speak to their managers upwards.
Thank you so much for responding. Please review my profile to see that the R4500 that is outstanding is only 2 weeks overdue and as per the reply you sent, you mentioned recovery takes place a month after payment is due?
I made a card payment of 55% of my monthly subscription on the 2nd of May. I do not have a balance that is 1 month overdue at all, and that is why this whole thing caught me by surprise.
image.png 5.98 KB
Is it possible to review this entire issue? I don't have any faith in your customer support staff, and I'd only like to speak to their managers upwards.
TN
Thembela N's update19 May 2022, 13:33
Reviewer Update
Hi,
Thank you so much for responding. Please review my profile to see that the R4500 that is outstanding is only 2 weeks overdue and as per the reply you sent, you mentioned recovery takes place a month after payment is due?
I made a card payment of 55% of my monthly subscription on the 2nd of May. I do not have a balance that is 1 month overdue at all, and that is why this whole thing caught me by surprise.
image.png 5.98 KB
Is it possible to review this entire issue? I don't have any faith in your customer support staff, and I'd only like to speak to their managers upwards.
Thank you so much for responding. Please review my profile to see that the R4500 that is outstanding is only 2 weeks overdue and as per the reply you sent, you mentioned recovery takes place a month after payment is due?
I made a card payment of 55% of my monthly subscription on the 2nd of May. I do not have a balance that is 1 month overdue at all, and that is why this whole thing caught me by surprise.
image.png 5.98 KB
Is it possible to review this entire issue? I don't have any faith in your customer support staff, and I'd only like to speak to their managers upwards.
TN
Thembela N's updateReviewer Update
20 May 2022, 10:12Hi all,
I am yet to receive a response or a way forward for this, and I am still stranded without a car. Yesterday I decided to go through your policies, under the 'Legal' section on your website. Please see link: https://landing.flexclub.co.za/terms-of-service?hsLang=en. I have provided an extract of the section in question below:
Your policy states that if you are a Member and unable to cover your Subscription Price in any given week, FlexClub will give you and the Vehicle Partner notice of the arrears. From that date, you will have fourteen (14) days to make up the arrears (the “Notice Period”). If you are unable to do so, the Subscription Agreement will terminate at the end of the Notice Period.
On the 7th of April, I received a call from your team notifying me of my outstanding balance of R8463 which was my subscription for the month of April. I then received an email titled Final Notice on the 20th of April informing me to pay the outstanding balance or my subscription will be terminated. As seen in the screenshot below, on the 26th of April, I made a full payment towards my outstanding balance, thus covering the overdue amount and stopping the recovery process.
No one contacted me on the 26th, 27th, 28th, 29th, or 30th of April to tell me that the recovery process would still continue, which confirms that my payment was acknowledged. For the month of May, I paid, R4700 using the option you have available to edit the amount you can pay. This of course was the last month I would have run in arrears as I experience something unforeseen in March which resulted in April's subscription being paid late and May's partial payment. Considering that the R8463 was cleared in April, and based on the WhatsApp conversation I was shown by Avis' investigations agent, the recovery process is for the outstanding balance I have for the month of May.
Considering this, the collection process doesn't then continue from April into May but should start again now in May when Flex club should notify me that I have an outstanding balance of R3856 and I have 14 days to clear this balance, which has not happened. Instead, the billing team sent Avis an instruction to recover the vehicle based on May's balance for May's subscription, where no notice or final notice has been sent to me to inform me of the proceedings and according to your policy, I should will if you are a Member and unable to cover your Subscription Price in any given week, FlexClub will give you and the Vehicle Partner notice of the arrears. From that date, you will have fourteen (14) days to make up the arrears (the “Notice Period”). If you are unable to do so, the Subscription Agreement will terminate at the end of the Notice Period.
Please see my billing profile below. Could you kindly provide me with the notice of the arrears sent in May, together with the Final Notice send after the 14th day from the time the initial notice was sent?
Please help me find a speedy resolution to this. Avis confirmed that they require you to inform them to release the car before I can get it back. Going through all this because I need the car back. Putting this on HelloPeter, and considering contacting a lawyer to help me with this because whoever made the call to have the car repossessed on Wednesday morning (Have proof of the WhatsApp conversation) is at fault and should be held accountable for not following the process and inconveniencing your client.
Regards,
Thembela Ngxale
I am yet to receive a response or a way forward for this, and I am still stranded without a car. Yesterday I decided to go through your policies, under the 'Legal' section on your website. Please see link: https://landing.flexclub.co.za/terms-of-service?hsLang=en. I have provided an extract of the section in question below:
Your policy states that if you are a Member and unable to cover your Subscription Price in any given week, FlexClub will give you and the Vehicle Partner notice of the arrears. From that date, you will have fourteen (14) days to make up the arrears (the “Notice Period”). If you are unable to do so, the Subscription Agreement will terminate at the end of the Notice Period.
On the 7th of April, I received a call from your team notifying me of my outstanding balance of R8463 which was my subscription for the month of April. I then received an email titled Final Notice on the 20th of April informing me to pay the outstanding balance or my subscription will be terminated. As seen in the screenshot below, on the 26th of April, I made a full payment towards my outstanding balance, thus covering the overdue amount and stopping the recovery process.
No one contacted me on the 26th, 27th, 28th, 29th, or 30th of April to tell me that the recovery process would still continue, which confirms that my payment was acknowledged. For the month of May, I paid, R4700 using the option you have available to edit the amount you can pay. This of course was the last month I would have run in arrears as I experience something unforeseen in March which resulted in April's subscription being paid late and May's partial payment. Considering that the R8463 was cleared in April, and based on the WhatsApp conversation I was shown by Avis' investigations agent, the recovery process is for the outstanding balance I have for the month of May.
Considering this, the collection process doesn't then continue from April into May but should start again now in May when Flex club should notify me that I have an outstanding balance of R3856 and I have 14 days to clear this balance, which has not happened. Instead, the billing team sent Avis an instruction to recover the vehicle based on May's balance for May's subscription, where no notice or final notice has been sent to me to inform me of the proceedings and according to your policy, I should will if you are a Member and unable to cover your Subscription Price in any given week, FlexClub will give you and the Vehicle Partner notice of the arrears. From that date, you will have fourteen (14) days to make up the arrears (the “Notice Period”). If you are unable to do so, the Subscription Agreement will terminate at the end of the Notice Period.
Please see my billing profile below. Could you kindly provide me with the notice of the arrears sent in May, together with the Final Notice send after the 14th day from the time the initial notice was sent?
Please help me find a speedy resolution to this. Avis confirmed that they require you to inform them to release the car before I can get it back. Going through all this because I need the car back. Putting this on HelloPeter, and considering contacting a lawyer to help me with this because whoever made the call to have the car repossessed on Wednesday morning (Have proof of the WhatsApp conversation) is at fault and should be held accountable for not following the process and inconveniencing your client.
Regards,
Thembela Ngxale
TN
Thembela N's update20 May 2022, 10:12
Reviewer Update
Hi all,
I am yet to receive a response or a way forward for this, and I am still stranded without a car. Yesterday I decided to go through your policies, under the 'Legal' section on your website. Please see link: https://landing.flexclub.co.za/terms-of-service?hsLang=en. I have provided an extract of the section in question below:
Your policy states that if you are a Member and unable to cover your Subscription Price in any given week, FlexClub will give you and the Vehicle Partner notice of the arrears. From that date, you will have fourteen (14) days to make up the arrears (the “Notice Period”). If you are unable to do so, the Subscription Agreement will terminate at the end of the Notice Period.
On the 7th of April, I received a call from your team notifying me of my outstanding balance of R8463 which was my subscription for the month of April. I then received an email titled Final Notice on the 20th of April informing me to pay the outstanding balance or my subscription will be terminated. As seen in the screenshot below, on the 26th of April, I made a full payment towards my outstanding balance, thus covering the overdue amount and stopping the recovery process.
No one contacted me on the 26th, 27th, 28th, 29th, or 30th of April to tell me that the recovery process would still continue, which confirms that my payment was acknowledged. For the month of May, I paid, R4700 using the option you have available to edit the amount you can pay. This of course was the last month I would have run in arrears as I experience something unforeseen in March which resulted in April's subscription being paid late and May's partial payment. Considering that the R8463 was cleared in April, and based on the WhatsApp conversation I was shown by Avis' investigations agent, the recovery process is for the outstanding balance I have for the month of May.
Considering this, the collection process doesn't then continue from April into May but should start again now in May when Flex club should notify me that I have an outstanding balance of R3856 and I have 14 days to clear this balance, which has not happened. Instead, the billing team sent Avis an instruction to recover the vehicle based on May's balance for May's subscription, where no notice or final notice has been sent to me to inform me of the proceedings and according to your policy, I should will if you are a Member and unable to cover your Subscription Price in any given week, FlexClub will give you and the Vehicle Partner notice of the arrears. From that date, you will have fourteen (14) days to make up the arrears (the “Notice Period”). If you are unable to do so, the Subscription Agreement will terminate at the end of the Notice Period.
Please see my billing profile below. Could you kindly provide me with the notice of the arrears sent in May, together with the Final Notice send after the 14th day from the time the initial notice was sent?
Please help me find a speedy resolution to this. Avis confirmed that they require you to inform them to release the car before I can get it back. Going through all this because I need the car back. Putting this on HelloPeter, and considering contacting a lawyer to help me with this because whoever made the call to have the car repossessed on Wednesday morning (Have proof of the WhatsApp conversation) is at fault and should be held accountable for not following the process and inconveniencing your client.
Regards,
Thembela Ngxale
I am yet to receive a response or a way forward for this, and I am still stranded without a car. Yesterday I decided to go through your policies, under the 'Legal' section on your website. Please see link: https://landing.flexclub.co.za/terms-of-service?hsLang=en. I have provided an extract of the section in question below:
Your policy states that if you are a Member and unable to cover your Subscription Price in any given week, FlexClub will give you and the Vehicle Partner notice of the arrears. From that date, you will have fourteen (14) days to make up the arrears (the “Notice Period”). If you are unable to do so, the Subscription Agreement will terminate at the end of the Notice Period.
On the 7th of April, I received a call from your team notifying me of my outstanding balance of R8463 which was my subscription for the month of April. I then received an email titled Final Notice on the 20th of April informing me to pay the outstanding balance or my subscription will be terminated. As seen in the screenshot below, on the 26th of April, I made a full payment towards my outstanding balance, thus covering the overdue amount and stopping the recovery process.
No one contacted me on the 26th, 27th, 28th, 29th, or 30th of April to tell me that the recovery process would still continue, which confirms that my payment was acknowledged. For the month of May, I paid, R4700 using the option you have available to edit the amount you can pay. This of course was the last month I would have run in arrears as I experience something unforeseen in March which resulted in April's subscription being paid late and May's partial payment. Considering that the R8463 was cleared in April, and based on the WhatsApp conversation I was shown by Avis' investigations agent, the recovery process is for the outstanding balance I have for the month of May.
Considering this, the collection process doesn't then continue from April into May but should start again now in May when Flex club should notify me that I have an outstanding balance of R3856 and I have 14 days to clear this balance, which has not happened. Instead, the billing team sent Avis an instruction to recover the vehicle based on May's balance for May's subscription, where no notice or final notice has been sent to me to inform me of the proceedings and according to your policy, I should will if you are a Member and unable to cover your Subscription Price in any given week, FlexClub will give you and the Vehicle Partner notice of the arrears. From that date, you will have fourteen (14) days to make up the arrears (the “Notice Period”). If you are unable to do so, the Subscription Agreement will terminate at the end of the Notice Period.
Please see my billing profile below. Could you kindly provide me with the notice of the arrears sent in May, together with the Final Notice send after the 14th day from the time the initial notice was sent?
Please help me find a speedy resolution to this. Avis confirmed that they require you to inform them to release the car before I can get it back. Going through all this because I need the car back. Putting this on HelloPeter, and considering contacting a lawyer to help me with this because whoever made the call to have the car repossessed on Wednesday morning (Have proof of the WhatsApp conversation) is at fault and should be held accountable for not following the process and inconveniencing your client.
Regards,
Thembela Ngxale