Account Cancellation

I cannot express how horrified I am at the lack of customer service of Mr Price.

After my initial request via email to have my closed my account, a consultant called me weeks later to assist. She suggested that I go in-store to cancel my account before the new month starts. I paid up my account in full & went in-store to close my account August 30th 2020 where I was assisted by an store assistant. I filled out my cancellation form, the form was taken to the fax machine to be submitted and I was told that I will be notified that my request has been received and that the account will take 31 days to close. That's it - I was told nothing else. I was not told anything about incurring additional fees, NOTHING. I expect that when an account has been paid up in full and been requested to be closed that everything part of the account gets closed completely.

I left the store in full confidence that since I owe nothing more to Mr Price and have successfully closed my account that there will be nothing to left to expect from them. September 26th 2020, to my surprise I received a statement notifying me of an outstanding balance that I needed to pay.

September 28th 2020, I send a Whatsapp message to the Mr Price contact number as they "claim" they will be able to assist you on as part of their customer service. To this day, I am yet to receive a response from them on Whatsapp, in fact, the current status is that I'm being "connected to a customer experience superhero".

After a 24hr wait (September 29th 2020), I sent an email to their customer care disputing the fees. Again, not a single response.

This morning I decided to check my account to see whether my balance has increased from the previous month and again, to my surprise, my balance is twice as much which I find truly ridiculous.

It is a battle to get some sort of assistance from them, email/whatsapp does not seem to be working. Customer Service is pathetic. You would think that in this pandemic, they would have stepped it up to assist clients using the very channels they claim we as clients can use to get in touch with them.