LM
Liezl M
1 reviews | Active since Feb 2013
30 Dec 2019, 09:45
4 Debit orders in one month from MoiMooi
MoiMooi has helped themselves to a fourth deduction of my monthly premium during this December. I have also realized a couple of times during my membership that small deductions of R200 are taken which they then blamed on their ’system’. Customer service centre not picking up their calls to query either. Keep a very close eye on your bank account when signing up!
The only reason I’m putting up with their terrible customer service from head office is because the Spa in Pretoria really is amazing. (Even if I have to drive there all the way from Johannesburg as they unilaterally decided to close the Parkhurst branch..) Karl is an absolute gem!
Helpful (0)
Replies (2)0
Replies (2)
MoiMooi's replyOfficial
01 Jan 2020, 01:45Dear Valued Member,
We analyzed you payment history which indicates that their were only 3 deductions this month. Allocated as follows; normal premium, annual yearly fee (only deducted once a year in December as per out terms and conditions, displayed on the reminder emails and explained on sign up). The 3rd one seems as if there was for a missed payment in September. When our accounting team return next week, you will be contacted with an explanation. The 4th one you claim was Novembers' premium which may only have reflected on your account in December(have a look at your November statement which will show no payment).
Parkhurst spa was closed for various serious reasons and you were compensated for it with a drastically reduced monthly premium
While appreciative your candid reviews and compliments we urge you contact our team for an explanation before you publish your reviews, so that you can offer an informed and more objective narrative
We value you as a member and as you know will always attempt to keep you happy.
Yours Sincerely,
Customer Service Dept
We analyzed you payment history which indicates that their were only 3 deductions this month. Allocated as follows; normal premium, annual yearly fee (only deducted once a year in December as per out terms and conditions, displayed on the reminder emails and explained on sign up). The 3rd one seems as if there was for a missed payment in September. When our accounting team return next week, you will be contacted with an explanation. The 4th one you claim was Novembers' premium which may only have reflected on your account in December(have a look at your November statement which will show no payment).
Parkhurst spa was closed for various serious reasons and you were compensated for it with a drastically reduced monthly premium
While appreciative your candid reviews and compliments we urge you contact our team for an explanation before you publish your reviews, so that you can offer an informed and more objective narrative
We value you as a member and as you know will always attempt to keep you happy.
Yours Sincerely,
Customer Service Dept
MoiMooi's reply01 Jan 2020, 01:45
Official
Dear Valued Member,
We analyzed you payment history which indicates that their were only 3 deductions this month. Allocated as follows; normal premium, annual yearly fee (only deducted once a year in December as per out terms and conditions, displayed on the reminder emails and explained on sign up). The 3rd one seems as if there was for a missed payment in September. When our accounting team return next week, you will be contacted with an explanation. The 4th one you claim was Novembers' premium which may only have reflected on your account in December(have a look at your November statement which will show no payment).
Parkhurst spa was closed for various serious reasons and you were compensated for it with a drastically reduced monthly premium
While appreciative your candid reviews and compliments we urge you contact our team for an explanation before you publish your reviews, so that you can offer an informed and more objective narrative
We value you as a member and as you know will always attempt to keep you happy.
Yours Sincerely,
Customer Service Dept
We analyzed you payment history which indicates that their were only 3 deductions this month. Allocated as follows; normal premium, annual yearly fee (only deducted once a year in December as per out terms and conditions, displayed on the reminder emails and explained on sign up). The 3rd one seems as if there was for a missed payment in September. When our accounting team return next week, you will be contacted with an explanation. The 4th one you claim was Novembers' premium which may only have reflected on your account in December(have a look at your November statement which will show no payment).
Parkhurst spa was closed for various serious reasons and you were compensated for it with a drastically reduced monthly premium
While appreciative your candid reviews and compliments we urge you contact our team for an explanation before you publish your reviews, so that you can offer an informed and more objective narrative
We value you as a member and as you know will always attempt to keep you happy.
Yours Sincerely,
Customer Service Dept
LM
Liezl M's updateReviewer Update
02 Jan 2020, 17:13Good day,
Thank you for your response. However, I would similarly urge you to check the facts before you reply as all of your explanations are unfounded.
1. My payment was placed on hold for the month of September by yourselves due to the shocking experience I had with customer service regarding the closing of Parkhurst without informing your customers and then subsequent conflicting information given to me by your service agents. This was as a kind gesture from management in your accounts department and you therefore have no right to help yourself to my account at a later stage. Please listen to the phone conversations had in this regard as it is recorded.
2. I do not accept that there was only 3 payments towards the month of December and I dispute that there was no debit order run during the month of November. My bank statements show the following debit orders to MoiMooi: 31 October (Nov payment); 29 November (Dec payment); 2 December (Annual fee); 20 December (Assumed it would be for January the way some businesses run their debit orders - I will insist that this covers Jan 2020); 24 December (who knows what for?! I reported this debit order to my bank for reversal. I'm more than willing to send these proof of payments through to you to properly analyze.
3. As for the Parkhurst branch I prefer not to engage further on this forum on how extremely unfair this was on your customers. I have voiced my unhappiness with all the other unilateral changes since I signed up, to no avail. A reduced premium should be in order seeing that I now have to travel 60km for the service I signed up for. This has not gone unnoticed and the professionalism and service of the Inner Soul staff has been outstanding.
4. I can appreciate your request to try and contact your team before posting anything I am sure that you will be able to pick up from your records that I am very quick to phone Customer Service when I have a problem. I can only mention that I tried to contact Head Office and the Spa directly on the day before I posted to a total of 8 times, however, nobody was answering the phones and the mailboxes were not available for me to leave a message. I tried both the 087 numbers as well as the 021 land line number without any success.
I don’t wish to have a public debate on this as I do enjoy your services and I really do feel that your the******s are amazing. However, I also do strongly feel that this is not fair on the consumer and that the necessary attention and urgency should be given thereto. I await to hear from your accounts team upon their return.
Kind regards,
Liezl
Thank you for your response. However, I would similarly urge you to check the facts before you reply as all of your explanations are unfounded.
1. My payment was placed on hold for the month of September by yourselves due to the shocking experience I had with customer service regarding the closing of Parkhurst without informing your customers and then subsequent conflicting information given to me by your service agents. This was as a kind gesture from management in your accounts department and you therefore have no right to help yourself to my account at a later stage. Please listen to the phone conversations had in this regard as it is recorded.
2. I do not accept that there was only 3 payments towards the month of December and I dispute that there was no debit order run during the month of November. My bank statements show the following debit orders to MoiMooi: 31 October (Nov payment); 29 November (Dec payment); 2 December (Annual fee); 20 December (Assumed it would be for January the way some businesses run their debit orders - I will insist that this covers Jan 2020); 24 December (who knows what for?! I reported this debit order to my bank for reversal. I'm more than willing to send these proof of payments through to you to properly analyze.
3. As for the Parkhurst branch I prefer not to engage further on this forum on how extremely unfair this was on your customers. I have voiced my unhappiness with all the other unilateral changes since I signed up, to no avail. A reduced premium should be in order seeing that I now have to travel 60km for the service I signed up for. This has not gone unnoticed and the professionalism and service of the Inner Soul staff has been outstanding.
4. I can appreciate your request to try and contact your team before posting anything I am sure that you will be able to pick up from your records that I am very quick to phone Customer Service when I have a problem. I can only mention that I tried to contact Head Office and the Spa directly on the day before I posted to a total of 8 times, however, nobody was answering the phones and the mailboxes were not available for me to leave a message. I tried both the 087 numbers as well as the 021 land line number without any success.
I don’t wish to have a public debate on this as I do enjoy your services and I really do feel that your the******s are amazing. However, I also do strongly feel that this is not fair on the consumer and that the necessary attention and urgency should be given thereto. I await to hear from your accounts team upon their return.
Kind regards,
Liezl
LM
Liezl M's update02 Jan 2020, 17:13
Reviewer Update
Good day,
Thank you for your response. However, I would similarly urge you to check the facts before you reply as all of your explanations are unfounded.
1. My payment was placed on hold for the month of September by yourselves due to the shocking experience I had with customer service regarding the closing of Parkhurst without informing your customers and then subsequent conflicting information given to me by your service agents. This was as a kind gesture from management in your accounts department and you therefore have no right to help yourself to my account at a later stage. Please listen to the phone conversations had in this regard as it is recorded.
2. I do not accept that there was only 3 payments towards the month of December and I dispute that there was no debit order run during the month of November. My bank statements show the following debit orders to MoiMooi: 31 October (Nov payment); 29 November (Dec payment); 2 December (Annual fee); 20 December (Assumed it would be for January the way some businesses run their debit orders - I will insist that this covers Jan 2020); 24 December (who knows what for?! I reported this debit order to my bank for reversal. I'm more than willing to send these proof of payments through to you to properly analyze.
3. As for the Parkhurst branch I prefer not to engage further on this forum on how extremely unfair this was on your customers. I have voiced my unhappiness with all the other unilateral changes since I signed up, to no avail. A reduced premium should be in order seeing that I now have to travel 60km for the service I signed up for. This has not gone unnoticed and the professionalism and service of the Inner Soul staff has been outstanding.
4. I can appreciate your request to try and contact your team before posting anything I am sure that you will be able to pick up from your records that I am very quick to phone Customer Service when I have a problem. I can only mention that I tried to contact Head Office and the Spa directly on the day before I posted to a total of 8 times, however, nobody was answering the phones and the mailboxes were not available for me to leave a message. I tried both the 087 numbers as well as the 021 land line number without any success.
I don’t wish to have a public debate on this as I do enjoy your services and I really do feel that your the******s are amazing. However, I also do strongly feel that this is not fair on the consumer and that the necessary attention and urgency should be given thereto. I await to hear from your accounts team upon their return.
Kind regards,
Liezl
Thank you for your response. However, I would similarly urge you to check the facts before you reply as all of your explanations are unfounded.
1. My payment was placed on hold for the month of September by yourselves due to the shocking experience I had with customer service regarding the closing of Parkhurst without informing your customers and then subsequent conflicting information given to me by your service agents. This was as a kind gesture from management in your accounts department and you therefore have no right to help yourself to my account at a later stage. Please listen to the phone conversations had in this regard as it is recorded.
2. I do not accept that there was only 3 payments towards the month of December and I dispute that there was no debit order run during the month of November. My bank statements show the following debit orders to MoiMooi: 31 October (Nov payment); 29 November (Dec payment); 2 December (Annual fee); 20 December (Assumed it would be for January the way some businesses run their debit orders - I will insist that this covers Jan 2020); 24 December (who knows what for?! I reported this debit order to my bank for reversal. I'm more than willing to send these proof of payments through to you to properly analyze.
3. As for the Parkhurst branch I prefer not to engage further on this forum on how extremely unfair this was on your customers. I have voiced my unhappiness with all the other unilateral changes since I signed up, to no avail. A reduced premium should be in order seeing that I now have to travel 60km for the service I signed up for. This has not gone unnoticed and the professionalism and service of the Inner Soul staff has been outstanding.
4. I can appreciate your request to try and contact your team before posting anything I am sure that you will be able to pick up from your records that I am very quick to phone Customer Service when I have a problem. I can only mention that I tried to contact Head Office and the Spa directly on the day before I posted to a total of 8 times, however, nobody was answering the phones and the mailboxes were not available for me to leave a message. I tried both the 087 numbers as well as the 021 land line number without any success.
I don’t wish to have a public debate on this as I do enjoy your services and I really do feel that your the******s are amazing. However, I also do strongly feel that this is not fair on the consumer and that the necessary attention and urgency should be given thereto. I await to hear from your accounts team upon their return.
Kind regards,
Liezl