KS
Kerashni S
1 reviews | Active since May 2020
27 May 2020, 09:02
cancellation of debit order requests not processed
I have called your call center requesting that my debit order be stopped as my policy has ended. I have had to call more than once for assistance. Your service is pathetic and your call center agents have no idea how to deal with customers. How many times does someone need to call to cancel a debit order?
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Replies (3)0
Replies (3)
Innovation Group's replyOfficial
27 May 2020, 09:49Hi Kerashni, Thank you for taking the time to contact Innovation Group and notifying us of your complaint. Please be assured your complaint will be reviewed and a consultant will be in touch with you. Thank you. Kind Regards,Complaints Team
Innovation Group's reply27 May 2020, 09:49
Official
Hi Kerashni, Thank you for taking the time to contact Innovation Group and notifying us of your complaint. Please be assured your complaint will be reviewed and a consultant will be in touch with you. Thank you. Kind Regards,Complaints Team
Innovation Group's replyOfficial
09 Jun 2020, 11:19Dear Client,
Thank you for your patience and allowing us the time to investigate your complaint.
We confirm that a complaints consultant has provided feedback on the concerns raised.
We apologise for the inconvenience caused and we appreciate your understanding.
Kind regards,
Complaints Team
Thank you for your patience and allowing us the time to investigate your complaint.
We confirm that a complaints consultant has provided feedback on the concerns raised.
We apologise for the inconvenience caused and we appreciate your understanding.
Kind regards,
Complaints Team
Innovation Group's reply09 Jun 2020, 11:19
Official
Dear Client,
Thank you for your patience and allowing us the time to investigate your complaint.
We confirm that a complaints consultant has provided feedback on the concerns raised.
We apologise for the inconvenience caused and we appreciate your understanding.
Kind regards,
Complaints Team
Thank you for your patience and allowing us the time to investigate your complaint.
We confirm that a complaints consultant has provided feedback on the concerns raised.
We apologise for the inconvenience caused and we appreciate your understanding.
Kind regards,
Complaints Team
KS
Kerashni S's updateReviewer Update
09 Jun 2020, 12:49I have received a response from your team indicating that you have cancelled my contract. I took out a contract with you guys for 24 months. the Debit order for the contract would have been for 24 months. (I think that is common sense) I have been debited for an additional 3 months and requested a refund for the 3 months. I got an email from your team indicating that I have been refunded and you guys are cancelling my contract. I never asked to be refunded any additional debit orders other than the additional payments which were taken from my account. How is it possible that I get told my contract is cancelled? You have people who are dealing with queries who do not understand how basic contracts work? This is the most poor service I have ever experienced. Absolutely pathetic! You need staff who understand how to deal with queries!
KS
Kerashni S's update09 Jun 2020, 12:49
Reviewer Update
I have received a response from your team indicating that you have cancelled my contract. I took out a contract with you guys for 24 months. the Debit order for the contract would have been for 24 months. (I think that is common sense) I have been debited for an additional 3 months and requested a refund for the 3 months. I got an email from your team indicating that I have been refunded and you guys are cancelling my contract. I never asked to be refunded any additional debit orders other than the additional payments which were taken from my account. How is it possible that I get told my contract is cancelled? You have people who are dealing with queries who do not understand how basic contracts work? This is the most poor service I have ever experienced. Absolutely pathetic! You need staff who understand how to deal with queries!