Misinformation received from Russells

I made an online application for a lounge suite. My surname is legally a double barrel surname however due to issues not being able to key it in with the hyphen online I was forced to use only my married surname(last part of my surname).

I was approved for R4000 credit. I immediately received a call from Werner at your Eersteriver Russells branch about having to come into store with my ID, 3month bank statement and payslip which I did the same day on 28th April.

I explained the difficulty I had with the online process when trying to use my full legal surname to which he rep**** he would have to submit the full application with my details as per my ID(full surname) he too had difficulty with this and submitted my details with my full name no spaces or hyphens.

He advised to give it 24hrs for feedback from head office as by this time they had closed for the day. The next morning he called me saying he was advised to redo the process. I asked him what this meant as I would not want a 2nd credit check done, under no circumstances as this will definitely impact my credit file negatively and the entire outcomes of my application. He assured me it's a resubmission and no further credit checks will be done to which I was happy to proceed. I went back into the store for finger prints.

As soon as I left the store I received a text confirming a credit enquiry was made under my name. This infuriates me so much as it was the complete opposite I was told by your sales representative Werner. Giving customers incorrect information is completely unacceptable and ********* business practice.

The 2nd credit check has now lowered by credit to a shocking R8000. I cannot begin to express how unhappy this makes me knowing that my credit has been impacted twice due to no fault of my own. I need these 2 enquiries removed asap!