HARASSMENT AND LACK OF SYSTEM ACCOUNTABILITY

Subject: Poor Service, Harassment & Lack of System Accountability – Pep Account

I am extremely disappointed and frustrated with the service I have received from Pep regarding my account.

A few months ago, I was contacted by one of your representatives and we agreed on a repayment arrangement of R550 per month. My normal instalment is R450, meaning the additional R100 would go toward my arrears. I committed to this and have been making payments accordingly.

In fact, this month I paid R600, which is more than the agreed amount. Despite this, I am now being repeatedly contacted and pressured to make an additional payment of R209, which I simply cannot afford right now.

I have tried to explain my situation. I have recently experienced a personal loss and have had hospital expenses, yet I am still making an effort to pay more than what was agreed. Instead of receiving understanding or support, I am being met with constant calls, pressure, and a complete lack of empathy.

What is most concerning is that your consultants claim that the repayment arrangement is “not on the system” and that it cannot be updated. When I asked who could assist in updating it, I was told “no one.” This is completely unacceptable. How can customers be expected to honour agreements that your own system does not reflect?

I have now been contacted by three different people within one week, all with the same demands and no awareness of previous discussions. This is not only frustrating but feels like harassment.

Additionally, the tone and attitude from your staff have been unprofessional and insensitive, especially considering the circumstances I have explained.

I am doing my best to pay what I can, and I have proven that through my payments. I expect Pep to honour the arrangement made, update their system accordingly, and treat customers with dignity and respect.

This experience has left me feeling disrespected and extremely dissatisfied with your service.

I request that this matter be urgently investigated, that my repayment arrangement be correctly updated on your system, and that the excessive and unnecessary calls stop.

Sincerely, Esti