LOUSY SERVICE and NO COMMUNICATION

In May/June I app**** for COVID-19 assistance and I was notified that when I’m under investigation, they would stop my account.

I received a sms on 25 June: Your Game MyStore Card Customer Protection Insurance Loss of Income claim has been approved. Confirmation of payment details will be communicated shortly. Your patience is appreciated.

I was not contacted by anyone and they sent me a statement as normal. Without any notification, they paid my installment for June. I was so grateful given the circumstances. Without any further correspondence I assumed they will do this for 3 months (June, July, August). I received my new statement but when I didn’t pay my account, they kept phoning me and sending me reminders to pay. I contacted Game, and after the second person, they put me through to the claims department and explained my situation again. All they could say is sorry they never told me but it was only for one month. Sorry is enough for me but their mistake cost me humiliation and harassment. It didn’t fix the problem. I got phone call after phone call asking me: when am I going to pay my account?

I made arrangements to pay 1 Sept but they didn’t continued to phone. I paid my account up to date as promised.

I got another sms from Game on 7 Sept: MRS DEACON, due to a technical error interest was not charged to the outstanding balance on your Game Mystore Card in July. This has now been corrected and will reflect on your September statement. We apologise for any inconvenience caused. NCRCP 38.

Another mistake which I have to pay for. Now there will be double interest which I have to pay this month.

During Lockdown I wanted to purchase a few items because we were not getting paid. At the till point the transaction didn’t go through. I was then told it was because I put in a claim so they stopped my account. Which again, I was never notified about. I cut my card out of anger. Today, I went to get a new card, again at the till point authorization was needed for a purchase I wanted to make.

A very kind lady phoned to find out what was happening.

Well, now I’m asked to send a letter from my employer I’m back at work and a three months bank statement. Why? This is unnecessary. They give me one month payment holiday but I’m still not able to use my account. I don’t understand their thinking. They are quick to phone for payments, take your money and to apologize for “technical”‘ issues.

I’m utterly frustrated because there is absolutely no communication or customers care.

I wasted an hour of my time and fuel only to be disappointed once again.