INEFFICIENT SERVICE

I was initially a lay-bye client for Rochester. I called their call centre to find out if I can swap one item for another and I was advised that I could do. A gentleman named Thabo assisted me with the process of changing the items and I was satisfied with his service and ability to communicate. During the process a lady named Helen Naidoo contacted me and told me she was taking over the query. I had a huge challenge with Helen because she constantly struggled to understand and therefore implement my request. We went back and forth for days where she would say she will do one thing but would not. I tried to remain calm and patient with her and eventually, she told Rikhail Jaganath would be taking over my query. At this point, I had asked Helen if it might be easier for me to have the entire transaction changed into a cash transaction so that I can purchase the goods i required cash. By now, I had decided that amongst all the goods that I wanted, I would take a portion to the value I had paid thus far and start a new lay-bye account so that I could end the confusion. Helen agreed and requested that I email her my documents, which I did. A few days later, I checked on her only to find that she had not actioned my request. When I called, she told me to email Rikhail. I did that and I sent him my documents and he told me that I would receive my funds a few days later. This is after I had to make a follow up and find out if my documents were received and actioned. Over two weeks later I still have not received the funds. When I emailed him he said "the head office refund was done mam but it was not processed on the portal my sincere apologies". I was then asked to send my documents AGAIN and tell him how much my refund is. Could he not check that for himself? Could he not retrieve my documents himself? Given the back and forth and *********** service that I had had to endure by then? Every update that i get is after I make an inquiry, he does not update me on anything regarding my query especially after all this mess.