Not treating customers fairly

Since I opened an account with Game it’s been a constant battle to confirm payments on a monthly basis. Initially I thought it was just an unfortunate technical problem on their side, but I’ve since come to realise that this is an ongoing problem. It’s been a constant battle from one month to another, phoning the accounts department, forwarding email upon email with proof of payment.

What’s worse is that I usually pay more than what is expected, but because they are not allocating the payments accordingly, my account is in constant ‘arrears’, affecting my credit score which is of utmost importance to me.

Game needs to honour representation and promises that lead to legitimate customer expectations. Legitimate expectations must not be frustrated by unreasonable post-sale barriers. There is a requirement for fair and consistent handling of concerns and a mechanism to deal with complaints timeously and fairly. They should undertake to identify common underlying causes of complaints and take action to eliminate the root cause.

This is an email send to me on 7 January 2018………..

‘From: EM_PAYMENTS_PAYMENTS ********** Sent: Sunday, 07 January 2018 11:36 AM To: Subject: Re: Account number ********** ********** 45

Good Day Mrs Labuschagne

Thank you for your Game Account payment of R1000.00 paid on 23rd November 2017.

Payment has been sent for allocation.

Incorrect reference number was used when making payment

In future, please use your 16 digit Account number ********** ********** 45 to ensure that your payment is updated timeously

Kindly use the banking details below, to ensure that your payment is updated timeously

• Account Name: Game debtors deposit acc • Absa Bank • Account no: ********** 417 • Branch Code: 632005 • Current Account • Reference Number: Full 16 digit account number

Please be advised the payment of R300.00 made on 03rd January 2018 is reflecting on the account.

Should you require any further information, please do not hesitate to contact our office on ***or via e-mail: **********

Regards Lauren’

Their excuse was that I used the wrong reference – I double checked – my reference was spot on. This amount has still not been allocated. I’m not getting any assistance whatsoever. What I am getting is constant harassment from their accounts department telling me I’m in arrears – in the most unprofessional manner I can imagine. I am frustrated beyond words. I just want to get this sorted so that I can close my account and never hear from them again.