Refund/Personal Loans/Collections - DISGUSTING!!!!

Good day, On the 6th Feb 2023, monies were deducted from my husband's account without his consent.

When we contacted the collections department last week 11th Feb Saturday, Karen advised it was an error on their side, we are not in arrears, and that the refund shall reflect as of the 13th Feb Monday. Tuesday 14th Feb we called to follow up to only be advised we need to send through a proof of payment, which was not informed to us in the first place, we email the POP to ***. The colleague advised he received it and will process the refund on Case number - 640 744 30. Wednesday 15th Feb we called again for another colleague to advise that all is in order and in the same PLAdmin email I should request feedback once the refund is in order. Thursday 16th Feb, I spoke to a ***, to advise me she cannot find the POP and I must email it to her directly. I did so, and she advised she will escalate the refund and the money will be in the account no later than Friday. 17th Feb Friday, we call again, to be told it is being processed and by COB Friday the monies will reflect.

18th Feb Saturday, I spoke to SEVERAL different agents, 1 hung up on me after fighting to speak to a TL, as I was frustrated in hearing that there is nothing to be done and I have to wait for next week for the refund to process, when I asked to speak to a TL, I was advised all are in meetings. After saying I will hold till he finds one, I was told as this is not my account (as I am the wife) he hung up, even though at the very beginning of the call I advised him that my HUSBAND the ACCOUNT HOLDER is here to FICA.

I then had to call AGAIN to speak to a GABBY to then assist, but then she transferred me back in the queue after wanting to speak to a TL again. I now spoke to another lady in collections, she said she has escalated and will get a TL to call me.

This refund process has been going on since last Saturday. This is past the 24-48 hours let alone the 3-5 working days process!

All we are wanting is our money refunded!!! I have even emailed the complaints department today, cause this has now become past the point of frustrating. You are happy to deduct monies without consent, but the minute we have the right to get it back, we have to fight for it!

The service from the customer service department is past the point of pathetic and disgusting!! 😡😡😡😡😡😡😡😡😡😡😡