Shame on you Queenspark

I am writing this on behalf of my mother. During the lockdown, she couldn’t go to the store to pay her account as she normally did. She is in her late 60’s and obviously wouldn’t risk going to the mall by taxi. As a result, she asked me to make the payment for her online. She gave me a reference number which they had sent to her via sms. I made the payments from April to June. She subsequently received a text saying that they had made a mistake with her reference number and that they would rectify it. In the following weeks, she received harassing phone calls claiming that she was in arrears. I, her daughter, sent them proof of payment but the issue was still not resolved. She tried to explain where the misunderstanding might have occurred. The agents would hear none of it and screamed at her. They even hung up the phone on her. To avoid their indignant calls, she eventually took a taxi, risking her life, to go pay the R150 they were so desperately in need of. I am terribly disappointed in Queenspark’s collection staff. Speaking to an elderly woman the way they did was disgusting. It left my mother stressed and calling me in fear and tears. Shame on you Queenspark for not giving proper training. It was your mistake in the first place for giving the wrong reference number. Do you not have qualified people who can match it to the right account? When you see a wrongly allocated amount, where do you suppose it came from? Manna from heaven? It’s a pity I have to choose a star. If it was up to me, I would choose zero star. Rectify that account because as much as R150 is worth to you to harass an old lady, it is worth to my mom to buy bread And milk with in these trying times. We are not letting this go.