LC
Lisel C
1 reviews | Active since May 2020
07 Jul 2023, 11:58
App issues not resolved
A very frustrating experience with this app and the customer support team! You receive an email to rate their service and nobody has even tried to help you! I’ve had endless problems with money being deducted from the incorrect account, when it clearly states ok the app what my primary account is! Get your stuff in order Payflex!!
Helpful (0)
Replies (3)0
Replies (3)
payflex's replyOfficial
08 Jul 2023, 07:58Hi Lisel
We are sorry for your experience and confusion.
It is important to understand what the default card is used for.
The default card t is not the catchall card for all future installments of new orders.
It is very important to note that Payflex debits installments 2,3 and 4 from the card used for the initial installment for any new order.
The default card is only there to POP up as the default card for a new order for ease of use.
On check-out though, you can choose another card or add another one besides the default card.
However, there is another condition.
When we strike the card used on the order on the due date, for the 2nd, 3rd, and 4th installments, should there be no funds on the card used for that order, then as per our terms and conditions we will deduct from the next available card on the customer profile to collect the arrears from.
It is best only to have one card so that you are not confused about the card we will debit going forward.
We trust this will resolve the confusion of the card issue.
Regards
The Payflex Team
We are sorry for your experience and confusion.
It is important to understand what the default card is used for.
The default card t is not the catchall card for all future installments of new orders.
It is very important to note that Payflex debits installments 2,3 and 4 from the card used for the initial installment for any new order.
The default card is only there to POP up as the default card for a new order for ease of use.
On check-out though, you can choose another card or add another one besides the default card.
However, there is another condition.
When we strike the card used on the order on the due date, for the 2nd, 3rd, and 4th installments, should there be no funds on the card used for that order, then as per our terms and conditions we will deduct from the next available card on the customer profile to collect the arrears from.
It is best only to have one card so that you are not confused about the card we will debit going forward.
We trust this will resolve the confusion of the card issue.
Regards
The Payflex Team
Best regards,
payflex's reply08 Jul 2023, 07:58
Official
Hi Lisel
We are sorry for your experience and confusion.
It is important to understand what the default card is used for.
The default card t is not the catchall card for all future installments of new orders.
It is very important to note that Payflex debits installments 2,3 and 4 from the card used for the initial installment for any new order.
The default card is only there to POP up as the default card for a new order for ease of use.
On check-out though, you can choose another card or add another one besides the default card.
However, there is another condition.
When we strike the card used on the order on the due date, for the 2nd, 3rd, and 4th installments, should there be no funds on the card used for that order, then as per our terms and conditions we will deduct from the next available card on the customer profile to collect the arrears from.
It is best only to have one card so that you are not confused about the card we will debit going forward.
We trust this will resolve the confusion of the card issue.
Regards
The Payflex Team
We are sorry for your experience and confusion.
It is important to understand what the default card is used for.
The default card t is not the catchall card for all future installments of new orders.
It is very important to note that Payflex debits installments 2,3 and 4 from the card used for the initial installment for any new order.
The default card is only there to POP up as the default card for a new order for ease of use.
On check-out though, you can choose another card or add another one besides the default card.
However, there is another condition.
When we strike the card used on the order on the due date, for the 2nd, 3rd, and 4th installments, should there be no funds on the card used for that order, then as per our terms and conditions we will deduct from the next available card on the customer profile to collect the arrears from.
It is best only to have one card so that you are not confused about the card we will debit going forward.
We trust this will resolve the confusion of the card issue.
Regards
The Payflex Team
Best regards,
LC
Lisel C's updateReviewer Update
08 Jul 2023, 10:35Thanks for the reply payflex & the lengthy explanation, however,
In response to using the second card should there not be funds available, this has only happened once. On the other occasions I have had to make a manual payment.
Secondly, your app makes no provision to delete any loaded cards, so even if my card has expired it is still there, which makes no sense. With other apps you have the option to delete the card you no longer wish to use.
Lastly, I sent a request to the support team a week ago, but instead received a ‘rate our service’ email, yet not a single agent made contact.
I tried to get Charmaine to assist me with an order where I purchased 2 items and had to return the one. Yet the full amount still reflects on my payflex account. I was asked to reply from the email I registered with, which I did & that one was apparently incorrect, so I used my alternative email and then no response. Charmaine was not helpful at all and I am still waiting for her reply…this was a week ago.
Very poor service I’m afraid.
In response to using the second card should there not be funds available, this has only happened once. On the other occasions I have had to make a manual payment.
Secondly, your app makes no provision to delete any loaded cards, so even if my card has expired it is still there, which makes no sense. With other apps you have the option to delete the card you no longer wish to use.
Lastly, I sent a request to the support team a week ago, but instead received a ‘rate our service’ email, yet not a single agent made contact.
I tried to get Charmaine to assist me with an order where I purchased 2 items and had to return the one. Yet the full amount still reflects on my payflex account. I was asked to reply from the email I registered with, which I did & that one was apparently incorrect, so I used my alternative email and then no response. Charmaine was not helpful at all and I am still waiting for her reply…this was a week ago.
Very poor service I’m afraid.
LC
Lisel C's update08 Jul 2023, 10:35
Reviewer Update
Thanks for the reply payflex & the lengthy explanation, however,
In response to using the second card should there not be funds available, this has only happened once. On the other occasions I have had to make a manual payment.
Secondly, your app makes no provision to delete any loaded cards, so even if my card has expired it is still there, which makes no sense. With other apps you have the option to delete the card you no longer wish to use.
Lastly, I sent a request to the support team a week ago, but instead received a ‘rate our service’ email, yet not a single agent made contact.
I tried to get Charmaine to assist me with an order where I purchased 2 items and had to return the one. Yet the full amount still reflects on my payflex account. I was asked to reply from the email I registered with, which I did & that one was apparently incorrect, so I used my alternative email and then no response. Charmaine was not helpful at all and I am still waiting for her reply…this was a week ago.
Very poor service I’m afraid.
In response to using the second card should there not be funds available, this has only happened once. On the other occasions I have had to make a manual payment.
Secondly, your app makes no provision to delete any loaded cards, so even if my card has expired it is still there, which makes no sense. With other apps you have the option to delete the card you no longer wish to use.
Lastly, I sent a request to the support team a week ago, but instead received a ‘rate our service’ email, yet not a single agent made contact.
I tried to get Charmaine to assist me with an order where I purchased 2 items and had to return the one. Yet the full amount still reflects on my payflex account. I was asked to reply from the email I registered with, which I did & that one was apparently incorrect, so I used my alternative email and then no response. Charmaine was not helpful at all and I am still waiting for her reply…this was a week ago.
Very poor service I’m afraid.
payflex's replyOfficial
08 Jul 2023, 12:06Hi Liesel
Thanks for your reply.
This provides us the opportunity for all customers to have the opportunity to learn how Payflex operates as it can be quite confusing at times.
On the 2 points regarding Deleting cards and your enquiring with an alternative email address. Please see the responses below.
1. Using an alternative email address
Due to POPIA legislation and for ***** prevention purposes, we are only allowed to respond to existing customer queries with the registered Payflex email address.
With ***** and phishing ****s so rife today, we need to be sure we are dealing with the correct customer and not a *********
When customers enquire with their registered Payflex email address we can assist them immediately.
Please send your queries to *** from the registered email on Payflex and one of our agents will be able to assist you to resolve your query.
2. Deleting a card.
Customers are not able to delete a card themselves anymore.
This is to ensure customers are able to see any card used on previous purchases. This is also for audit and control purposes in line with record retention regulations.
However if you have loaded a card that does not belong to you and that card is being debited when your primary card has no funds, an exception can be made to disable that card.
The conditions are as follows:
1) All your active plans must be fully paid up.
2) You must commit to never missing a payment again in the future and always have funds available on the due date, without exception.
3) You must commit to never loading another card on your profile in the future, that does not belong to you or that you don't wish to be debited.
4) Your primary card must be valid for no less than 18 months from the date of your request.
Regards
The Payflex Team
Thanks for your reply.
This provides us the opportunity for all customers to have the opportunity to learn how Payflex operates as it can be quite confusing at times.
On the 2 points regarding Deleting cards and your enquiring with an alternative email address. Please see the responses below.
1. Using an alternative email address
Due to POPIA legislation and for ***** prevention purposes, we are only allowed to respond to existing customer queries with the registered Payflex email address.
With ***** and phishing ****s so rife today, we need to be sure we are dealing with the correct customer and not a *********
When customers enquire with their registered Payflex email address we can assist them immediately.
Please send your queries to *** from the registered email on Payflex and one of our agents will be able to assist you to resolve your query.
2. Deleting a card.
Customers are not able to delete a card themselves anymore.
This is to ensure customers are able to see any card used on previous purchases. This is also for audit and control purposes in line with record retention regulations.
However if you have loaded a card that does not belong to you and that card is being debited when your primary card has no funds, an exception can be made to disable that card.
The conditions are as follows:
1) All your active plans must be fully paid up.
2) You must commit to never missing a payment again in the future and always have funds available on the due date, without exception.
3) You must commit to never loading another card on your profile in the future, that does not belong to you or that you don't wish to be debited.
4) Your primary card must be valid for no less than 18 months from the date of your request.
Regards
The Payflex Team
Best regards,
payflex's reply08 Jul 2023, 12:06
Official
Hi Liesel
Thanks for your reply.
This provides us the opportunity for all customers to have the opportunity to learn how Payflex operates as it can be quite confusing at times.
On the 2 points regarding Deleting cards and your enquiring with an alternative email address. Please see the responses below.
1. Using an alternative email address
Due to POPIA legislation and for ***** prevention purposes, we are only allowed to respond to existing customer queries with the registered Payflex email address.
With ***** and phishing ****s so rife today, we need to be sure we are dealing with the correct customer and not a *********
When customers enquire with their registered Payflex email address we can assist them immediately.
Please send your queries to *** from the registered email on Payflex and one of our agents will be able to assist you to resolve your query.
2. Deleting a card.
Customers are not able to delete a card themselves anymore.
This is to ensure customers are able to see any card used on previous purchases. This is also for audit and control purposes in line with record retention regulations.
However if you have loaded a card that does not belong to you and that card is being debited when your primary card has no funds, an exception can be made to disable that card.
The conditions are as follows:
1) All your active plans must be fully paid up.
2) You must commit to never missing a payment again in the future and always have funds available on the due date, without exception.
3) You must commit to never loading another card on your profile in the future, that does not belong to you or that you don't wish to be debited.
4) Your primary card must be valid for no less than 18 months from the date of your request.
Regards
The Payflex Team
Thanks for your reply.
This provides us the opportunity for all customers to have the opportunity to learn how Payflex operates as it can be quite confusing at times.
On the 2 points regarding Deleting cards and your enquiring with an alternative email address. Please see the responses below.
1. Using an alternative email address
Due to POPIA legislation and for ***** prevention purposes, we are only allowed to respond to existing customer queries with the registered Payflex email address.
With ***** and phishing ****s so rife today, we need to be sure we are dealing with the correct customer and not a *********
When customers enquire with their registered Payflex email address we can assist them immediately.
Please send your queries to *** from the registered email on Payflex and one of our agents will be able to assist you to resolve your query.
2. Deleting a card.
Customers are not able to delete a card themselves anymore.
This is to ensure customers are able to see any card used on previous purchases. This is also for audit and control purposes in line with record retention regulations.
However if you have loaded a card that does not belong to you and that card is being debited when your primary card has no funds, an exception can be made to disable that card.
The conditions are as follows:
1) All your active plans must be fully paid up.
2) You must commit to never missing a payment again in the future and always have funds available on the due date, without exception.
3) You must commit to never loading another card on your profile in the future, that does not belong to you or that you don't wish to be debited.
4) Your primary card must be valid for no less than 18 months from the date of your request.
Regards
The Payflex Team
Best regards,