1 reviews | Active since Aug 2011
Urgent Request for Clarity and Resolution Regarding Account and Refund Issues
I am seeking clarification on an unresolved query regarding the two creditors who debited my account contrary to the terms of the legal agreement in place.
Specifically, I need to understand the legal implications regarding these creditors' refusal to refund the full payment, as they have not comp**** with the legal agreement. Additionally, the term "immediate refund" was mentioned, yet I have been informed that the turnaround time is 5 business days, which contradicts the definition of "immediate." It is now the 6th day, without resolution and despite my follow ups to the consultant, this morning. I require clear feedback on this matter so that I can make alternative arrangements if necessary.
Furthermore, I was informed that the Jet account has been prescribed, yet I had to enquire on any amendments to the contract reflecting this. Given the approximate R8,000 write-off, there should be adjustments to the overall debt, which would, in turn, affect the monthly repayments and the two-year repayment period. I received a restructured proposal with the updated terms and repayment structure.
The lack of response and failure to resolve my issue with due diligence raises concerns about your company's credibility and reliability. Prior to my commitment to the agreement, communication was frequent and efficient, but now, after the contract was signed, response times have been delayed, leaving me uncertain about the next steps.
Please confirm whether I will receive the promised refund, as this will help me understand the way forward and the legal process in place to address the creditors’ non-compliance. As previously communicated, I have obligations to meet,
I look forward to your prompt response.
I hereby wish to thank you for the discretion that was app**** with my query.
The term empathy is used only for quality assurance purposes, but the actual fundamental in placing yourself in the client's shoes is often misconstrued.
I appreciate the gesture and assistance for me to manage certain obligations.
Being in the customer care environment and dealing with clients form part of my daily job, but it is important to remain client centric and to apply the TCF (treating the client fairly) principles at all times, understanding that complaints should not just be seen as negative feedback, but an opportunity to identify gaps within the process and to implement measures and solutions to manage the client expectation and improve service delivery.
Thank you for your swift and prompt response, it is greatly appreciated.
I hereby wish to thank you for the discretion that was app**** with my query.
The term empathy is used only for quality assurance purposes, but the actual fundamental in placing yourself in the client's shoes is often misconstrued.
I appreciate the gesture and assistance for me to manage certain obligations.
Being in the customer care environment and dealing with clients form part of my daily job, but it is important to remain client centric and to apply the TCF (treating the client fairly) principles at all times, understanding that complaints should not just be seen as negative feedback, but an opportunity to identify gaps within the process and to implement measures and solutions to manage the client expectation and improve service delivery.
Thank you for your swift and prompt response, it is greatly appreciated.