Frustrating Treatment from Foschini's Customer Services/HQ

Hello Peter,

On the 2nd of May 2018 I settled the balance in my then Foschini account. On Saturday morning, 19 May 2018 I received a statement reflecting a balance of R84,84. I instantly called the customer line to query the apparent balance, so the agent I spoke could not explain for what the balance was. I demanded clarity, and thereby requested to speak with her Supervisor. The ****** agent hung up on me.

I called again and reached a different agent, whom I advised of the frustrating encounter I had just experienced. So the lady called upon the Supervisor, can't recall if the name is Candice or what. If indeed the calls are recorded and logged all the information can be confirmed, including the people's names I spoke to.

So the discussion with the supervisor went fairly okay, since she explained a part of my query, that one fee is for the sms they sent on the day which the account was due to be paid and I made the payment. Since I am on a 6 months interest free plan I could not understand why a "zero" balance account would attract interest. Nonetheless, the supervisor supposedly logged a query to her accounts team as a means of escalation since she also could not explain the interest query, as explained above. She was to come back to me on Monday, 21 May 2018, if not the Accounts unit to give the feedback/explanation of why my account has a balance where it was settled. If it's a matter of interest charge, how is that possible where as my plan is said to be interest free if the account is paid up within 6 months. In this case no transactions were performed except for the SMS they sent on 02 May 2018 the day the account was settled.

I'll truly appreciate if this matter can be followed up and Foschini account for the frustration they have put me in. Most importantly I need either an explanation on the apparent amount owing or the amount to be withdrawn or reversed, as in my opinion it simple does not make sense considering the reason I have explained above. The issue is not really the amount owed, but the principle of the terms of agreement, which in this case do not seem to be adhered to.

Also, the lady that hung up the phone on me. I need the recorded conversation to be retrieved, and that she be disciplined or dismissed as she clearly has no patience/tolerance and understanding of the business she is in, which includes customer care.

I trust this matter will be responded to.

Kind regards, Zimasa Tyala