CVDM
Crystal Van Der Merwe
1 reviews | Active since Mar 2026
04 Mar 2026, 19:25
Pathetic customer service
Pathetic customer service, back and forth between the agents , I simply asked for my information to be updated due to me being high jacked and lost everything including my phone, so I explained to the agents that I no longer have access to the email address and the phone number wich was used to register my payflex account, I explained this to 4 different agents, with little to no sense of urgency or to handle my request as priority… it is now going for the second week , I am still having issues with the customer support team! I now can’t log into my payflex account due to the OPT pin being sent to my old number of wich I explained numerous times that I no longer use that old number and old email address, I explained that via email and via phone calls on numerous occasions, to date nothing has been resolved, I now can’t purchase and I now can’t not make payments!!!!!
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Replies (2)CVDM
Crystal Van Der Merwe's updateReviewer Update
05 Mar 2026, 08:44 an unresolved issue that has been ongoing for almost a week and a half regarding the update of my contact details on my Payflex account.I requested assistance to update my phone number and email address so that I can receive the OTP required to log into my account. Despite multiple interactions with your support team, this matter remains unresolved and I am still unable to access my account.During this time, I communicated with Daniel Molefe, Pricilla, and two additional agents whose names I unfortunately did not obtain. I asked for my case to be escalated and was informed that it had been escalated. However, when I requested confirmation or reference that the escalation had actually been logged, I was told that no proof could be provided. This has left me uncertain whether the issue was truly escalated or not.What is most frustrating is that this is a simple administrative update that should not take this long to resolve. The lack of urgency, communication, and empathy from support has made the situation unnecessarily stressful.This issue is particularly urgent as my daughter’s birthday is tomorrow, and I rely on Payflex to make purchases for important items such as groceries and things she needs. I submitted this request well in advance specifically so that I would have access to my account before this date, yet I am still locked out because the OTP continues to go to my old number.I am requesting the following as a matter of urgency:• Immediate escalation to a senior support or account verification team
• An urgent update of my phone number and email address on my Payflex account
• Restoration of my ability to log into the Payflex app and receive OTPs on my new number
• A formal case or escalation reference number for this matter
• An urgent update of my phone number and email address on my Payflex account
• Restoration of my ability to log into the Payflex app and receive OTPs on my new number
• A formal case or escalation reference number for this matter
CVDM
Crystal Van Der Merwe's update05 Mar 2026, 08:44
Reviewer Update
an unresolved issue that has been ongoing for almost a week and a half regarding the update of my contact details on my Payflex account.I requested assistance to update my phone number and email address so that I can receive the OTP required to log into my account. Despite multiple interactions with your support team, this matter remains unresolved and I am still unable to access my account.During this time, I communicated with Daniel Molefe, Pricilla, and two additional agents whose names I unfortunately did not obtain. I asked for my case to be escalated and was informed that it had been escalated. However, when I requested confirmation or reference that the escalation had actually been logged, I was told that no proof could be provided. This has left me uncertain whether the issue was truly escalated or not.What is most frustrating is that this is a simple administrative update that should not take this long to resolve. The lack of urgency, communication, and empathy from support has made the situation unnecessarily stressful.This issue is particularly urgent as my daughter’s birthday is tomorrow, and I rely on Payflex to make purchases for important items such as groceries and things she needs. I submitted this request well in advance specifically so that I would have access to my account before this date, yet I am still locked out because the OTP continues to go to my old number.I am requesting the following as a matter of urgency:• Immediate escalation to a senior support or account verification team
• An urgent update of my phone number and email address on my Payflex account
• Restoration of my ability to log into the Payflex app and receive OTPs on my new number
• A formal case or escalation reference number for this matter
• An urgent update of my phone number and email address on my Payflex account
• Restoration of my ability to log into the Payflex app and receive OTPs on my new number
• A formal case or escalation reference number for this matter
CVDM
Crystal Van Der Merwe's updateReviewer Update
06 Mar 2026, 15:14I am extremely frustrated with the complete lack of resolution and communication regarding my account issue.For almost two weeks now, I have been going back and forth with your support team simply to update my email address and cellphone number so that I can regain access to my account. What should have been a simple request has turned into an absolute nightmare.Yesterday, Zanele was on a call with me for almost an hour, yet my issue still remains unresolved. I was asked to provide a screen recording, which I promptly did and sent via email as requested.Since then, I have received no communication whatsoever. My emails are now being completely ignored, and I still cannot log into my account. I am forced to constantly follow up with little to no progress.This level of customer service is unacceptable.
Is this really how you treat your customers?I expect this issue to be resolved immediately or for someone senior to contact me with a clear explanation and timeline for resolution.If this matter continues to be ignored, I will have no choice but to escalate this complaint further, including filing formal complaints on HelloPeter and other social media platforms, as well as pursuing other available channels.
Is this really how you treat your customers?I expect this issue to be resolved immediately or for someone senior to contact me with a clear explanation and timeline for resolution.If this matter continues to be ignored, I will have no choice but to escalate this complaint further, including filing formal complaints on HelloPeter and other social media platforms, as well as pursuing other available channels.
CVDM
Crystal Van Der Merwe's update06 Mar 2026, 15:14
Reviewer Update
I am extremely frustrated with the complete lack of resolution and communication regarding my account issue.For almost two weeks now, I have been going back and forth with your support team simply to update my email address and cellphone number so that I can regain access to my account. What should have been a simple request has turned into an absolute nightmare.Yesterday, Zanele was on a call with me for almost an hour, yet my issue still remains unresolved. I was asked to provide a screen recording, which I promptly did and sent via email as requested.Since then, I have received no communication whatsoever. My emails are now being completely ignored, and I still cannot log into my account. I am forced to constantly follow up with little to no progress.This level of customer service is unacceptable.
Is this really how you treat your customers?I expect this issue to be resolved immediately or for someone senior to contact me with a clear explanation and timeline for resolution.If this matter continues to be ignored, I will have no choice but to escalate this complaint further, including filing formal complaints on HelloPeter and other social media platforms, as well as pursuing other available channels.
Is this really how you treat your customers?I expect this issue to be resolved immediately or for someone senior to contact me with a clear explanation and timeline for resolution.If this matter continues to be ignored, I will have no choice but to escalate this complaint further, including filing formal complaints on HelloPeter and other social media platforms, as well as pursuing other available channels.