R
Rukhsar
1 reviews | Active since Oct 2023
30 Jul 2024, 10:09
OMBUDSMAN : HIGHLY IRATE CUSTOMER
I get paid on the 20th. On the 20/07, as soon as I got paid...I went onto the MRP app, paid R645 as I usually do with generally, no issues, however, this time I noticed a few days later the balance on my app was not changing. I called in and was advised that I need to send an email with proof of payment to an email address that was provided. I did this immediately and I included the full screen shot of my actual Sms and card number and date to verify that I did in fact make a payment. I did not get a reply on that mail until I sent a follow up. Fiona Bhikapersad eventually mailed me back asking for my card number which was provided in due course. Still no changes on MRP app. Still no update from Fiona or anyone else at MRP yet, every month I am up to date???? How is this fair to me???? If this isn't sorted or if my name and scoring gets tarnished because of issues on your digital platform. I will go straight to the CONSUMER GOODS AND SERVICES OMBUD until this is sorted. Is this the customer service you have? When we pay it's fine but when the issue is your end you don't reply. I am absolutely livid. I better get a reply today. This is going on from the 20th.
Helpful (0)
Replies (3)0
Replies (3)
Mr Price's replyOfficial
30 Jul 2024, 16:59Hi Rukhsar
We do apologize for the disappointing service. Your complaint will be investigated immediately and you will receive personal feedback from our customer care team members. Many thanks,Mr Price
We do apologize for the disappointing service. Your complaint will be investigated immediately and you will receive personal feedback from our customer care team members. Many thanks,Mr Price
Mr Price's reply30 Jul 2024, 16:59
Official
Hi Rukhsar
We do apologize for the disappointing service. Your complaint will be investigated immediately and you will receive personal feedback from our customer care team members. Many thanks,Mr Price
We do apologize for the disappointing service. Your complaint will be investigated immediately and you will receive personal feedback from our customer care team members. Many thanks,Mr Price
R
Rukhsar's updateReviewer Update
01 Aug 2024, 10:27Good Day.
I received the refund email which states I will receive the refund in 7 working days
Note. I made payment timeously. It was your system that glitched when I did.
I now get an SMS with 'a friendly reminder' to make payment.
I will NOT make any payment until I get refunded so please make a note on your side that that is when the payment will be done.
You said 7 days. It will be done after I receive my money.
If this impacts my credit profile in any way, I will take this as high as I can because the fault is not mine.
Regards
Rukhsar
I received the refund email which states I will receive the refund in 7 working days
Note. I made payment timeously. It was your system that glitched when I did.
I now get an SMS with 'a friendly reminder' to make payment.
I will NOT make any payment until I get refunded so please make a note on your side that that is when the payment will be done.
You said 7 days. It will be done after I receive my money.
If this impacts my credit profile in any way, I will take this as high as I can because the fault is not mine.
Regards
Rukhsar
R
Rukhsar's update01 Aug 2024, 10:27
Reviewer Update
Good Day.
I received the refund email which states I will receive the refund in 7 working days
Note. I made payment timeously. It was your system that glitched when I did.
I now get an SMS with 'a friendly reminder' to make payment.
I will NOT make any payment until I get refunded so please make a note on your side that that is when the payment will be done.
You said 7 days. It will be done after I receive my money.
If this impacts my credit profile in any way, I will take this as high as I can because the fault is not mine.
Regards
Rukhsar
I received the refund email which states I will receive the refund in 7 working days
Note. I made payment timeously. It was your system that glitched when I did.
I now get an SMS with 'a friendly reminder' to make payment.
I will NOT make any payment until I get refunded so please make a note on your side that that is when the payment will be done.
You said 7 days. It will be done after I receive my money.
If this impacts my credit profile in any way, I will take this as high as I can because the fault is not mine.
Regards
Rukhsar
R
Rukhsar's updateReviewer Update
12 Aug 2024, 07:33Hi Mr Price.
First an email with Fiona Bhikapersad, then Noma Ndwandwe (I have all of the mails backed up as proof).
Noma sent me an email on 30 July 2024 saying that a reversal was done due to my online payment failing. She further stated that it will take 5 to 7 business days for the funds to reflect in my account so I can proceed to make the payment again. (NOTE tech issues on your app is not my problem).
I did send a follow up mail to her, as expected, no reply.
Today marks the 7th working day excluding weekends and that public holiday that passed, yet, there still isn't any funds in my account.
I was told it won't affect my credit as this isn't my fault, however, judging by the seriousness you take customer care with, I have lost the minimum amount of trust I had for you as a business and even if I do have issues with my credit, I doubt you will help.
First and foremost, I do not want an email reply. I want a manager as in the contact centre manager or someone higer to call me and provide feedback by end of today. I simply want to know why it is taking so long to reflect in my account when general transfers from varying banks don't even take this long.
Do not expect me to pay double next month as if I don't get my refund, I will only pay what is owing for my next premium. Once I am done, the account will be closed and so will all of my family members and friends accounts.
No one should do business with such large retail companies who don't have common courtesy to even reply to an email. It is sad and I am livid beyond words.
I expect a reply today.
Regards
Rukhsar
***
First an email with Fiona Bhikapersad, then Noma Ndwandwe (I have all of the mails backed up as proof).
Noma sent me an email on 30 July 2024 saying that a reversal was done due to my online payment failing. She further stated that it will take 5 to 7 business days for the funds to reflect in my account so I can proceed to make the payment again. (NOTE tech issues on your app is not my problem).
I did send a follow up mail to her, as expected, no reply.
Today marks the 7th working day excluding weekends and that public holiday that passed, yet, there still isn't any funds in my account.
I was told it won't affect my credit as this isn't my fault, however, judging by the seriousness you take customer care with, I have lost the minimum amount of trust I had for you as a business and even if I do have issues with my credit, I doubt you will help.
First and foremost, I do not want an email reply. I want a manager as in the contact centre manager or someone higer to call me and provide feedback by end of today. I simply want to know why it is taking so long to reflect in my account when general transfers from varying banks don't even take this long.
Do not expect me to pay double next month as if I don't get my refund, I will only pay what is owing for my next premium. Once I am done, the account will be closed and so will all of my family members and friends accounts.
No one should do business with such large retail companies who don't have common courtesy to even reply to an email. It is sad and I am livid beyond words.
I expect a reply today.
Regards
Rukhsar
***
R
Rukhsar's update12 Aug 2024, 07:33
Reviewer Update
Hi Mr Price.
First an email with Fiona Bhikapersad, then Noma Ndwandwe (I have all of the mails backed up as proof).
Noma sent me an email on 30 July 2024 saying that a reversal was done due to my online payment failing. She further stated that it will take 5 to 7 business days for the funds to reflect in my account so I can proceed to make the payment again. (NOTE tech issues on your app is not my problem).
I did send a follow up mail to her, as expected, no reply.
Today marks the 7th working day excluding weekends and that public holiday that passed, yet, there still isn't any funds in my account.
I was told it won't affect my credit as this isn't my fault, however, judging by the seriousness you take customer care with, I have lost the minimum amount of trust I had for you as a business and even if I do have issues with my credit, I doubt you will help.
First and foremost, I do not want an email reply. I want a manager as in the contact centre manager or someone higer to call me and provide feedback by end of today. I simply want to know why it is taking so long to reflect in my account when general transfers from varying banks don't even take this long.
Do not expect me to pay double next month as if I don't get my refund, I will only pay what is owing for my next premium. Once I am done, the account will be closed and so will all of my family members and friends accounts.
No one should do business with such large retail companies who don't have common courtesy to even reply to an email. It is sad and I am livid beyond words.
I expect a reply today.
Regards
Rukhsar
***
First an email with Fiona Bhikapersad, then Noma Ndwandwe (I have all of the mails backed up as proof).
Noma sent me an email on 30 July 2024 saying that a reversal was done due to my online payment failing. She further stated that it will take 5 to 7 business days for the funds to reflect in my account so I can proceed to make the payment again. (NOTE tech issues on your app is not my problem).
I did send a follow up mail to her, as expected, no reply.
Today marks the 7th working day excluding weekends and that public holiday that passed, yet, there still isn't any funds in my account.
I was told it won't affect my credit as this isn't my fault, however, judging by the seriousness you take customer care with, I have lost the minimum amount of trust I had for you as a business and even if I do have issues with my credit, I doubt you will help.
First and foremost, I do not want an email reply. I want a manager as in the contact centre manager or someone higer to call me and provide feedback by end of today. I simply want to know why it is taking so long to reflect in my account when general transfers from varying banks don't even take this long.
Do not expect me to pay double next month as if I don't get my refund, I will only pay what is owing for my next premium. Once I am done, the account will be closed and so will all of my family members and friends accounts.
No one should do business with such large retail companies who don't have common courtesy to even reply to an email. It is sad and I am livid beyond words.
I expect a reply today.
Regards
Rukhsar
***