LN
Lindelwa N
1 reviews | Active since Feb 2011
03 May 2023, 14:59
Poor Customer Care Charmaine and Payflex
Today(03/05/2023) from 2pm, after wanting clarity on a refund that was due to me, I called the contact centre and spoke to a Charmaine. After feeling rushed by her service, I asked to be put through to someone else of which she obliged. This was her not telling me that this was a switch board and ultimately all calls go through her. I waited online with no assistance fluctuating from be number 1 on the queue to 4 then, 5, 2, 6 and back at 1 and then being sent back where there was. I waited for over an hour in the queue with no assistance. I assume as she was ignoring my call (caller identity) the entire time. I still have not gotten clarity on my refund!!!!
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Replies (1)
payflex's replyOfficial
04 May 2023, 09:05Hi Lindelwa
Thank you for taking our call from our management team.
We would like to sincerely apologize for the unsatisfactory level of service you may have endured earlier when you called in and spoke to Charmaine.
Please also be advised that we listened to the call recording and can confirm that we did not have enough information to quickly assist you hence our support consultant wanted further information from you to assist you pertaining to your refund.
We also notice that there was no email received from you to our support team which would have been responded to sooner with evidence that your refund was indeed processed on the 10th of April 2023 of which you confirmed that you acquired the funds after two days from our process date.
Kindly note that we do state in our terms and conditions that refunds may take up to 10 working days depending on the value of the amount. You did also confirm that the refund came in sooner than 10 working days however, you were not aware that it was processed to your main card of choice.
Please also note that on busy/ peak times, you might stay on the line for a bit longer before reaching our customer service champion as we would be having a higher call volume with most consultants on the line assisting other customers.
We appreciate your feedback and take it seriously.
We strive for the best customer service to ensure that we provide delightful service to all our customers.
Please feel free to reach out to anyone in the customer support or management team if you ever need assistance.
Regards
The Payflex Team
Thank you for taking our call from our management team.
We would like to sincerely apologize for the unsatisfactory level of service you may have endured earlier when you called in and spoke to Charmaine.
Please also be advised that we listened to the call recording and can confirm that we did not have enough information to quickly assist you hence our support consultant wanted further information from you to assist you pertaining to your refund.
We also notice that there was no email received from you to our support team which would have been responded to sooner with evidence that your refund was indeed processed on the 10th of April 2023 of which you confirmed that you acquired the funds after two days from our process date.
Kindly note that we do state in our terms and conditions that refunds may take up to 10 working days depending on the value of the amount. You did also confirm that the refund came in sooner than 10 working days however, you were not aware that it was processed to your main card of choice.
Please also note that on busy/ peak times, you might stay on the line for a bit longer before reaching our customer service champion as we would be having a higher call volume with most consultants on the line assisting other customers.
We appreciate your feedback and take it seriously.
We strive for the best customer service to ensure that we provide delightful service to all our customers.
Please feel free to reach out to anyone in the customer support or management team if you ever need assistance.
Regards
The Payflex Team
payflex's reply04 May 2023, 09:05
Official
Hi Lindelwa
Thank you for taking our call from our management team.
We would like to sincerely apologize for the unsatisfactory level of service you may have endured earlier when you called in and spoke to Charmaine.
Please also be advised that we listened to the call recording and can confirm that we did not have enough information to quickly assist you hence our support consultant wanted further information from you to assist you pertaining to your refund.
We also notice that there was no email received from you to our support team which would have been responded to sooner with evidence that your refund was indeed processed on the 10th of April 2023 of which you confirmed that you acquired the funds after two days from our process date.
Kindly note that we do state in our terms and conditions that refunds may take up to 10 working days depending on the value of the amount. You did also confirm that the refund came in sooner than 10 working days however, you were not aware that it was processed to your main card of choice.
Please also note that on busy/ peak times, you might stay on the line for a bit longer before reaching our customer service champion as we would be having a higher call volume with most consultants on the line assisting other customers.
We appreciate your feedback and take it seriously.
We strive for the best customer service to ensure that we provide delightful service to all our customers.
Please feel free to reach out to anyone in the customer support or management team if you ever need assistance.
Regards
The Payflex Team
Thank you for taking our call from our management team.
We would like to sincerely apologize for the unsatisfactory level of service you may have endured earlier when you called in and spoke to Charmaine.
Please also be advised that we listened to the call recording and can confirm that we did not have enough information to quickly assist you hence our support consultant wanted further information from you to assist you pertaining to your refund.
We also notice that there was no email received from you to our support team which would have been responded to sooner with evidence that your refund was indeed processed on the 10th of April 2023 of which you confirmed that you acquired the funds after two days from our process date.
Kindly note that we do state in our terms and conditions that refunds may take up to 10 working days depending on the value of the amount. You did also confirm that the refund came in sooner than 10 working days however, you were not aware that it was processed to your main card of choice.
Please also note that on busy/ peak times, you might stay on the line for a bit longer before reaching our customer service champion as we would be having a higher call volume with most consultants on the line assisting other customers.
We appreciate your feedback and take it seriously.
We strive for the best customer service to ensure that we provide delightful service to all our customers.
Please feel free to reach out to anyone in the customer support or management team if you ever need assistance.
Regards
The Payflex Team