Negligent service

I am going to this extreme path, because I am in disbelieve of the horrible experience I have had. On the 11th of July 2019 @ 11:14am, I phone the tfg customer care line to change my email address which was incorrect, which I firstly don't understand since I didn't change it from last year March. I spoke to a lady of which I couldn't hear her name, because it was unclear. She was quite rude. She asked a series of security questions to which I all answered correctly to my knowledge. She didn't tell me my account was blocked I had to see on your tfg app that it was. She stated that I needed to send documents to the ***** department, for investigation that it truely was me phoning. I then asked her how that is possible and she avoided my questions and just said "that is how it is" very rudely!

I then decided to go into town which is 20km away to go to Foschini, Vredenburg branch to which the consultant phoned the customer care line @ 3:50pm and I spoke to a lady named Jade. She then explained that I answered one of my security questions wrong (which I do not believe because I know exactly all the answers to the questions). This was also the first time I then received an email stating the information about the documents and ***** department 5 hours after I spoke to the first lady @ 11:14am. To the correct email, which is different from the one on my account. How was this possible since this was the email address I wanted to change to, how could they now have the right email address.

Now I have to send documents to the ***** department because of a possible wrong answer of a security questions. Security questions I have never before been asked. my security checks of the last almost 20 years of being a client is only my ID nr, and in those cases I had sensitive information to be discussed not just an email change and the worst of all is the procedure will take 4 - 6 weeks.

This has caused me to decide to cancel my account on the earliest date possible. You have just lost a valued customer of almost 20 years.