Bad Customer Service

On the 18th of February I went to Ackermans Westgate Mall to buy a phone. I met Siyanda there who convinced me to buy a phone via Payjoy and he said I would pay 30% upfront and pay instalments afterwards. I agreed and I paid R450 to the cashier as a deposit only to find that at the end he said I won’t be able to get the phone because it was not on the list of Payjoy. I wasted 3 hours at the shop that day while Siyanda was trying to assist me. I was so annoyed I told him it was getting late but he should make sure I get my money the following day, but i only got my money today (18 March 2023) a month later.The last time I spoke to him he said I should leave him alone he is not working there anymore he is in Alexandra and I did not give him my money, so I should go to Ackermans and request my money, afterwards he blocked me on his cell phone. Another thing when he convinced me to take the phone he did not tell me about the first instalment that I had to pay after 7 days I only found out when I was talking to a lady who works at your call centre, that means Siyanda tricks people to take these phone and tell them half truth. After he blocked me I called the call centre and i found a very good mannered young man who requested me to go to Ackermans Westgate and asked them to call them because Ackermans needs to cancel the transaction on their side, on the 11th of March i went there with my own money and the agent i found there made few calls and he was given an email address that i was supposed to use to send a request for my refund (return@payjoy,com) I sent an email on the very same day I did not get any response, on the 14th i sent a follow up email to ***, copied the *** i received a case number 20335, afterwards it was quiet the following day i sent another email for an update however the email bounced back then i called the customer care line( ***) i spoke to Atlegang Matlala I think, very professional young girl, she said she does not see my profile on the system however she is going to escalate my query, I am sure she did because i missed the call from *** at 16:05 on the very same day (15 March 2023). The following day (16 March 2023) I received an email from Edith that reads as thus

Good Day,

Thank you for reaching out to PayJoy,

Kindly be advised we have been trying to get hold of you on the above provided number with no luck.

Please note we will have to contact Ackermans Westgate Mall for more details.

Should you require any further assistance please contact our Customer Service team on *** or you can email us at ***

Regards Edith Mind you they called me only once, I requested her to call me again but she never did, she just sent me an email that says they cannot just refund me they need an email escalation from the store, that was the last time i heard from her (16 March 2023) Yesterday i called Ackermans Westgate because i really needed this money, I asked to speak to Payjoy Agent, I started to vent to him, that guy just put me in my place and said i cannot shout at him the person who made all this mess is not working there anymore so i cannot shout at him, we had some altercation until I requested to speak to the Ackermans Store Manager, they took my number and within minutes he called me back, he introduced himself as Msuli, because he did not know my story i had to narrate everything from scratch that listened to me venting and crying and he aknowledged everything and just said mama come to the shop tomorrow i will assist and you will get your money back. Indeed i went there today (18 March 2023) he assisted me and I got my money back.

Few complaints i have with payjoy, their customer service is whack except for 2 call centre agent that i spoke to. I sent an email no one bothered to respond, all the time i had to run after them. Edith did not even apologised for the inconvience they caused me, did not even show empathy, she just said we are trying to get hold of you afterwards they never tried to get hold of me. They guy I initially interacted with(Siyanda) told me the half truth abouth the whole deal, he did not tell me that i would have to pay my first instalment after 7 days. I was not gonna agree from the word go to that deal because i knew for sure that i won;t have money after 7 days i get paid month end. Even people he assisted before me he never mentioned that 7 day first instalment. The agent at the store he just passed the buck, and said it is not him who was assisting him i should not fight with him, he did not listen to me when i was venting and i was not swearing i was just venting and i believe that i have every right to vent and to shout, he did not emphatize with me and i am sure all those basic staff they learn on training 101, he took everything personally as if i was shouting at him however i was shouting at Payjoy I would want Payjoy to pay me my transport money going to Westgate mall last weekend and today, I would like them to pay for phone calls i made to them. I really regret the day i had an interaction with Siyanda, I would never recommend Payjoy to anyone. It was very easy to take my money but when it was time for me to be refunded terms and conditions were made. Hate is such a strong word but right now i hate Payjoy.

I would like to thank the Store Manager at Ackermans Msuli Ngwenya for helping me out after i was sent from pillar to post. Ackermans did not make a mistake my brother for making you a store manager. I know you had to bend some rules for me to be assisted I thank you so much you are too kind.

Regards