Discrepancies and unprofessionalism

It is with such great disappointment that I have to posted such a compliant about a company that prides itself in “making your life easier” as this has not been my experience with Nimble. Over in 2016, I had had my student account moved over to CreditWrox a subsidiary of the Nimble group, around that time I had made plan to move to the United States, and prior to my departure, I had called the company to notify them of my departure and seek means of contact with the company. Upon my arrival to the States, I had made contact with a team leader named, Duncan Tshabalala, notify him of my intent to pay off the debt with the company a sought an update statement, which was sent, a few months later a payment arrangement with agreed upon. I had made attempts to pay the debt all though inconsistent I had tried to keep the amount update (as my payment agreement was sent at R1000 pm, if a month was missed I’d pay R2000 (there were months that no money was sent)). A year later I had requested a statement and after paying about R9000 my debt total had only dropped by R3000. I enquired regarding this discrepancy and was told that there were commission and interest charges, I further probed regarding these amounts as my understanding was the interest was charged if not payments were made, yet even in the months where payments were made such charges were still app**** to which Mr. Tshabalala responded with a legal document to explain the charge, even after reading these document the charge still didn’t make sense. The following year (January to May), I made all efforts to pay the debt and paid over R25 000 to an original debt of R28 400 (this included the original debt to the school and the interest to the company) over the two years being in the States, my mother was left as point of contact for my account, in these years my mother was harassed by the company for payment (even when payments on the account were made) receiving sometime over five calls in a day requesting payments. Despite, my email explaining my where about they’d still call her and requested to speak to me, with every call she’d need to explain my whereabouts. In May, my mother received a call that Nimble will be moved over to them, from Orienda Kondlo, and I was emailed by the same lady, along with the email we were given an App to use to track our payment. We discovered discrepancies in the balance between the balance on the App, the balance being given by the company’s call center agent, the balance given by Ms./Mrs. Kondlo. We began seeking clarify on these discrepancies via the call center agents that would call, they promises to call back but never do, yet other agent would still harass my mother despite clarity not being given. After 5 months to no avail, on Nov 11, I sent an email, explaining my grievance with the company, to which my mother received a call from Ms./Mrs. Kondlo promising answer, it has now Jan 1 as I draft this and we have not received any feedback. Yet, she's still harassed by this company. I've recieved new email added to the end of this complaint.

This whole ordeal felt nothing short of exploitation, harassment and financial capture, as I’m charged for all call made, I’m charged interest, and I’m charged commission despite all of my attempts to be DONE with this company. I am not given that opportunity, yet all they want to do get more money out of me. I’m EXPECTED to silently pay for charges that this OWN COMPANY’S STAFF CAN NOT EXPLAIN. It has been over 6 months at this point of us simply requesting for the charges and balances to be EXPLAINED AND NOT ONE PERSON within this COMPANY CAN. I am beyond frustrated and would like to be DONE with this EXPLOITORY COMPANY and its *********** STAFF.

I will give this company one week to respond back to me if not, I will be reporting this matter to the NCR for a resolution.

From: iamsamantics [mailto:] Sent: Tuesday, 06 November 2018 22:15 To: ********** Orienda Kondlo ********** Subject: ACCOUNT: ********** 1

Good day,

I am client of yours sent over to your company by Boston Media College for tuition payment account number ********** 1, initially I was sent to Credit Worx and to my knowledge was move over to Nimble to settle my account, over the two year I have been working to settle this account, but have been met with some serious discrepancies by your processes and inconsistency of which I seeking some clarity as I would love to be done with whichever company I owe. Below is the series of correspondence between myself and your both of you.

Below is my initial correspondence to Duncan Tshabalala from Credit Worx explaining my move to the United States and my desire to settle my account.

Samantha Mhlongo <>

**********

Aug 3, 2016 at 12:16 AM

Good day Duncan,

My name is Samantha Mhlongo, ID No. ********** 447081. I have had my Boston Media House account handed over to Creditwrox.

I am currently no longer living in South Africa, and I would like to make an arrangement to make payments toward settling my account. Prior to my departure I had called your company and spoke to a consultant by the name of Palesa, who advised on the balance on my account which was R27 917.07 at the time and that I would need to communicate with you with regards to settling my account.

I would like to make a request to make payments towards my account, I would like to make my first payment with this arrangement on the 09 September 2016 with an amount of R2900, and then continue with making the same payment every last Saturday of the month (which would mean the next payment would be on the 29 October 2016) with the same amount.

Please be advised that I am unaware of the transfer charges with my bank at the moment, nor the clearance estimate of when the money will reflect in Creditwrox's bank. I would appreciate considerate of such factor with this arrangement. I will consistently try to ensure that the amount of R2900 reflect on your end.

Finally, I would like to request an updated statement with the current amount owing, and your banking details are sent. I would appreciate confirmation that you have received and made necessary changes to reflect this arrangement.

Kind Regards,

Samantha Mhlongo

I received statement on the 04 August 2016, attached herewith marked as Statement 1, which reflected an amount of R28 337. 65 and was advised rather than R2900 payment arrangement to settle for a R1000 payment arrangement of which I agreed to which I paid.

> On Monday, August 22, 2016 2:10 AM, Duncan D. Tshabalala **********

> wrote:

>

>

> Good Day,

>

> We can only accept R1000.00 Immediately no later than

> 23/08/2016 and again R1000.00 03/09/2016 thereafter every

> month R1000.00 no later

> than 3rd day of each month.

>

> All payments must be made to :

> Credit Worx

>

> ABSA

> Account Number

> ********** 905

>

> Ref: ********** 1

>

>

> Kindly send the proof of

> payment.

>

>

>

> Regards,

> Duncan Tshabalala

After 10 months of payments amounting to R7000, I had requested and received it on the 30 June 2017 with an updated balance, to my shock I realized my balance had only been reduced by only R3 744. 58, as my balance was R24 593.07, statement attached herewith as Statement 2. On 02 January 2018, I request more information about where the other R3 255. 42 and was given a legal document which made no sense to me, please find correspondence below:

Samanta Mhlongo **********

To:Duncan D. Tshabalala

Jan 14 at 2:05 AM

Good day,

Thanks again getting back to me.

As per my understanding of a DCA, is that you are the DCA (debt collection agency) and you would be able to give definitive information on how these fee occur. Further, my understanding on interest is that it’s charged when payment are missed and/or delayed, therefore I’m unsure as to why I’d still be charged interest if my payments are up to date. As a result, I would like further clarification as to how both these fees are calculated, if you could explain the variation in commission fee it would be helpful.

I do appreciate this clarification on the above in advance.

--------------------------------------------

On Thu, 1/4/18, Duncan D. Tshabalala ********** wrote:

Subject: RE: RE: Payment Plan

To: "Samanta Mhlongo" <>

Date: Thursday, January 4, 2018, 12:59 AM

Good Day,

Thank you for the email.

The charges of collections commission is charged as per DCA

and interest is charged as per contract.

Duncan Tshabalala

Team Manager

This information is the property of Nimble Group (Pty) Ltd

(unless the context clearly indicates otherwise), is

confidential and intended for the addressee only. If you

receive this information in error you should delete this

information immediately. The views and opinions expressed in

this e-mail are those of the sender only. Nimble Group (Pty)

Ltd accepts no liability whatsoever arising from the use of

the information.

-----Original Message-----

From: Samanta Mhlongo

Sent: 03 January 2018 07:49 PM

To: Duncan D. Tshabalala

Subject: RE: RE: Payment Plan

Good day,

Thank you so much for such a speedy response.

I would like to find out more information about the

commission fees and interest fees. I am aware that no

payment in December were made, but regarding October and

November payment there were still interest and commission.

Could you please explain why that is, as my understanding

was that with my regular payment I’d avoid such fees and

chargers?

Thanks for your assistance once more.

--------------------------------------------

On Wed, 1/3/18, Duncan D. Tshabalala

********** wrote:

Subject: RE: RE: Payment Plan

To: "Samanta Mhlongo"

<>

Date: Wednesday, January 3, 2018, 1:26 AM

Good Day,

Please find the attached statement.

We have further noted that you do not have an arrangement

in place and this sets the account to be sent to our

attorneys for further action we therefore are going to

refer the account to a legal consultant to conclude an

arrangement.

Please provide us with your contact number.

Duncan Tshabalala

Team Manager

This information is the property of Nimble Group (Pty) Ltd

(unless the context clearly indicates otherwise), is

confidential and intended for the addressee only. If you

receive this information in error you should delete this

information immediately. The views and opinions expressed in

this e-mail are those of the sender only. Nimble Group

(Pty) Ltd accepts no liability whatsoever arising from the

use of the information.

I responded to his email about a payment arrangement with the arrangement we agreed upon on 22nd of August 2016 (attached herewith above). Despite my understanding of these fee I made payment and requested again a statement on the 18 April 2018 with a balance of R13, 663. 86. On 10 May 2018, attached herewith below, I received an email from Oriende Kondlo regarding my account being moved to Nimble and was advised of a R11 196. 61 balance on my account, on the email I was also requested to give consent for mother to powers over the account, also explained in that email to her by mother that I was in the United States.

From that point I made two amount 2300 by 04/06/2018, statement attached below, in total I have paid R25, 800 (these are payment made while in the United States (Aug 2016 - present)) toward this account. I was advised to use an app to manage my account which can not be accessed in the State, but my mother has sent information off it. I have attached herewith screenshot below of the statement on the app, on it shows that a total payment of R26 300.00 has been made on the account, with the Original Amount from Boston Media House being, R26 804.01, which leave a difference of R504.01 to the that Original Amount, it also shows an Interest Amount of R5 557.69, there is also a Fee Amount of R537. 80 (unclear of this amount). The total of all these amount come to R6 599. 50, yet my Current Balance on the Statement is stated as R9 597. 70, also I requested a final balance from Oriende Kondlo whom responded back with a R10 095.04, email attached below.

My mother over the past two months has sought clarify on this matter of the discrepancies in balances and has stated on these calls that NO PAYMENTS will be made until we receive clarity on the matter, she has been promised numerous call backs with further details about these discrepancies in balances that have NOT been fulfilled. Yet even after all her requests for clarity she's constantly called for payment. With these call she constantly met with your company's lack of knowledge on my case, as every one of your agents request to speak me (Samantha Mhlongo), when I have explain that I am no longer in South Africa and am currently in the United States via email and mother has explained over phone (see above email from Oriende Kondlo acknowledgement). Further, I have given consent via email to give her power of my account to my mother, it has become abundantly clear that your company either lack and/or has not made any documentation on this case as with every call, she constantly has to explain all of the above mentioned information. I would request that if and when my mother is contacted that your agents contact her with this email in hand, if my request is too unreasonable rather contact me via email, as it is huge inconvenience for her to constantly have to state all of this to every one of your agents, and is understandably frustrating and highly unprofessional of your staff.

Lastly, as we have expressed that NO PAYMENT will be made until this matter is clarified. We offer to settle the R504. 01 amount which can clearly be accounted for in all correspondence and settle the debt with Boston Media House, but as for the major discrepancies on the three final amounts stated above until clarity is given we will NOT PAY as it unclear what is owed to you. Please advise on this matter as it has been clear from ALL my/our attempts that I'd/we'd like for this matter to be concluded with both company.

I hope this matter reaches a swift conclusion.

Kind Regards,

Samantha Mhlongo

Response from Orienda on 7th Nov 2018

Good evening Samantha

Trust that you are well, I have read your emails however this account has been handed over to us by Boston City Campus . The balance that you owed Boston will not be the same as our balance as I explained to you . We are adding out Interest, telephone cost and the collections commission . That is the service level agreement we took with Boston . I will confirm with them how much that was paid to them so far and how much are our fees and cost that you still need to pay on this account.

Thanks and regards

Orienda Kondlo

Team Manager

Calls continued email from my mother to Orienda on the 13 Nov 2018, with NO response.

Good day Orienda,

After our telephone conversation responding on the email below from Samantha, we had a great conversation (that is 6 days ago) where you promised to revert back with a feedback from Boston. Unfortunately, up to this day I haven’t receive any correspondence from yourself.

Today, just few minutes ago I received another annoying phone call from your call centre. Someone who doesn’t know who Samantha and myself is. I find it very unfair that I receive something like 3 if not 4 phone calls a day expected me to relate the same story every single day. It seems as, reporting Samantha’s situation was a futile and wasteful exercise that becomes more frustrating than making our lives easy.

I’m considering blocking your call centre phone calls because I feel I’m being harassed. Any form of communication concerning this account MUST be communicate through emails. We really tried to be responsible and cooperative in dealing with this matter but we feel we are treated unfairly.

I’m really tired of this treatment.

Regards

MANAGING DIRECTOR

Another email was sent to Orienda on the 26th of Nov 2018, again with no response.

Good day Orienda,

Hope this finds you well.

Please respond to this email because call centre consultants are calling me every second. Please let us put this into closure.

Today I recieved this email.

Dear Ms Mhlongo

BostonCollege :Our ref: ********** 1

We know that times are not easy and note that you are struggling to repay your BostonCollege account ********** 1.

To assist with a hassle free payment process we offer a debit order facility with a repayment plan to assist you in managing your budget effectively.

Should you wish to discuss the above offer, or make alternative arrangements, please call Creditworx (Pty) Ltd urgently on ********** , alternatively reply to ********** For more info.

We look forward to hearing from you.

Regards, Creditworx (Pty) Ltd Tel: **********

I am beyond livid at THIS unprofessionalism and clear complete disregard of my request and THIS company's ******ionate way, that even past 6 month not one of it's STAFF. NOT ANYONE AT ALL can explain the discrepancies on the THREE balances this company has provided. Yet this company has and is pressuring me to pay despite clairity is beyond me, and my question has been pay what? WHAT AM I PAYING YOUR COMPANY FOR? WHAT is is my balance? AS THIS COMPANY'S STAFF HAS CONTINUOUSLY AND EVIDENTLY FAILED TO "MAKE MY LIFE EASIER". I hope using such a platform will stop this company from exploiting good meaning debtors who SIMPLY REFUSE exploited for all have and being held financially captive by companies like this.