False Sales and Horrible Service = Unhappy Customers = Less Business

On 23 May 2017, I called into the call center to query some items. I listed a few items and asked the consultant to give me the monthly installment on this. The first amount she gave me was quite high because it was based on 6 and 16-month repayment plans. I was not able to afford this and advised the consultant of this. I told her that I wouldn't be taking the product because the first amount she mentioned was too much for me at the time.

She then told me she would try to have all the items spread over a 24-month repayment plan. She then said it was successful and quoted an amount less than R400 a month. I was happy with this and accepted the sale.

When I received my first statement from Homechoice, I was surprised to see that the first installment was R614.92, and noticed that I was billed from the 09 May 2017 (My order date was listed as the 23 May 2017. I didn't even mention this to the consultant) I called into the call center again and asked an agent to please escalate the matter and that I wanted to have my call listened to. I did not agree to pay anything over R400. I was told that someone would get back to me. No-one got back to me.

I then called, again, and asked to speak to a team leader. Again, I was told that someone would get back to me and, again, nobody got back to me.

I then called on a Friday and spoke to a team leader. She promised to get to me within the hour. She didn't stick to that timeline, and I was unable to answer the call when it eventually came through. When I called in again, she was "in a meeting" and couldn't take my call.

I have since received numerous calls from both the accounts and the sales department. I've dealt with rude consultants that, quite frankly, spoke to me like I was an idiot and didn't understand them. I know that my account couldn't be placed on hold, even though I even requested this and I understand that I am liable to pay the account (and I will). My issue here that I've accumulated arrears on my account because of an error that was not mine. If I had known the items I ordered would be amount to R600-odd then I would not have agreed to the sale in the first place. It's not like I was avoiding paying my account or trying to get out of paying it. All I asked was that the installment amount is adjusted to the agreed amount when I placed the order.

Attached to this complaint is the order form, which states that I ordered the items over 24 months at R325.23 p/m. I don't understand why my statement is almost double that amount.

I've called customer service to try and deal with this, but it just was not working. I called to ask for a manager's contact details but was denied this information.

I don't know what to do, but if someone could please contact me and assist me, that would be great. I would also appreciate if my ITC could be cleared once this is sorted out.

Thanks in advance.

Andrea D.