Bad attitude by manager
<p>My wife has been always using her mother's account because she is the one paying for it so today at identity nelspruit, she went to buy using the card because they thought it was *****.The manager then log on to her system and clld the card holder, fortunately she confirmed that the card is utilised by her daughter.The sad part is decided to break the card, I mean was it necessary because the owner has confirmed she gave her daughter..I jst felt she was suppose to give back the card and tell us they need the owner..it was so surprising because she always use the card without any questions asked..Nw how are going to pay the account because she broke the card?</p>
Thank you for your post and allowing us the opportunity to respond.
At Identity, we take every necessary step to ensure the protection of our customer’s accounts and therefore have certain measures in place.
Whilst we acknowledge that you were correctly informed by the store consultant of our policy in this regard, the matter could have been handled in a more appropriate manner and we have therefore raised your concerns with the relevant Area Manager to address.
We can confirm that we have been in contact with you to discuss this matter and apologized for the manner in which you felt you were assisted on the day. We further confirm that we have informed you of the option for the main account holder to request an additional card which was regrettably declined by you.
We regret your decision to close the account however should the account holder wish to obtain a replacement and/or additional card she may contact us on 021- ********** or via email on **********
Kind regards,
Identity Online Team
Thank you for your post and allowing us the opportunity to respond.
At Identity, we take every necessary step to ensure the protection of our customer’s accounts and therefore have certain measures in place.
Whilst we acknowledge that you were correctly informed by the store consultant of our policy in this regard, the matter could have been handled in a more appropriate manner and we have therefore raised your concerns with the relevant Area Manager to address.
We can confirm that we have been in contact with you to discuss this matter and apologized for the manner in which you felt you were assisted on the day. We further confirm that we have informed you of the option for the main account holder to request an additional card which was regrettably declined by you.
We regret your decision to close the account however should the account holder wish to obtain a replacement and/or additional card she may contact us on 021- ********** or via email on **********
Kind regards,
Identity Online Team