Payment that went wrong.
Once again i have to just say we are locked into a world of customer service is not good.
So yesterday i go into the n1city branch to square up my wife's account and then the gentleman behind the counter swipes my cheque card. no where on the machine it tells me what the amount is so i insert my pin and wow shocked. i get a message that says not R200.80 but R2000.80. so frustrated i just wanted the money i say do a reversal not thinking to request my cash in this instance not even sure if they have the cash. so frustrated because after the reversal i was told 4 days to wait for my money they made a mistake on.
anyway call identity head office and again sorry we cant assist you you got to wait 2 to 14 working days for your money. now what ****es me off the most is that if this was my mistake fine but hello your staff member made the mistake and now because of that i have to wait for my money. so i called my bank to ask about reversal on a cheque account and the bank said you cant but identity says no u can. so here we go roller coaster ride to get my money back that was not even my mistake. been working in retail for many years and as staff members in a store we always refunded the cash back if it was a cheque card. so can the start of this month get any worse. just shocked outa my mind that this is what someone has to go through to get his own money back that a staff member in the store made a mistake of.
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Identity's replyOfficial
06 Mar 2018, 12:25Thank you for your post and allowing us the opportunity to respond.
At Identity, providing our customers with service excellence is of fundamental importance to us and we therefore immediately escalated this matter for the attention of the Manager of the store mentioned in your post.
Please be advised that at times, the customer's chip and pin bank card reflects as a credit card and not a debit card, when scanned. These cards are known as hybrid cards and banks classify them as credit cards. Banks usually take between five to ten days to process refunds on these cards.
Further to this, we were advised that the store refunded the respective amount on the same day the error occurred. We can also confirm that the respective Area Manager has been in contact with you to apologise for the inconvenience caused, and to discuss the matter further.
We trust that this response has adequately addressed your concerns, and should you have any further queries, please do not hesitate to contact us.
Kind regards,
Identity Online Team
Best regards,
Identity's reply06 Mar 2018, 12:25
Official
Thank you for your post and allowing us the opportunity to respond.
At Identity, providing our customers with service excellence is of fundamental importance to us and we therefore immediately escalated this matter for the attention of the Manager of the store mentioned in your post.
Please be advised that at times, the customer's chip and pin bank card reflects as a credit card and not a debit card, when scanned. These cards are known as hybrid cards and banks classify them as credit cards. Banks usually take between five to ten days to process refunds on these cards.
Further to this, we were advised that the store refunded the respective amount on the same day the error occurred. We can also confirm that the respective Area Manager has been in contact with you to apologise for the inconvenience caused, and to discuss the matter further.
We trust that this response has adequately addressed your concerns, and should you have any further queries, please do not hesitate to contact us.
Kind regards,
Identity Online Team
Best regards,