BAD CUSTOMER SERVICE

To who it may concern,

I am writing this email to express my dissatisfaction regarding your customer service.

For the record, your consultants has no customer service nor telephone etiquette.

Last month, I was delayed in paying my account – which was not deliberate!!!! This because I tried while I was out of the province and UNFORTUNATELY, loadshedding happened.

On the next day which was Monday, the Randfontein JET store had cable theft and I could not pay. Guess what??? I called your customer service held on the line for 38 minutes, NO ANSWER!!! I asked the gentleman, can’t I pay it elsewhere, like other TFG Group stores, he smiles and says NO! You can ONLY pay at JET store!!! HOW DO YOU GUYS THINK THIS IS POSSIBLE TO ONLY PAY AT 1STORE WHILE YOU CAN USE THE CARD AT MULTIPLE STORES, THIS IS RIDICULOUS!!!

During the course of the SAME WEEK, I knock off early in order to get the account paid at Randfontein JET store, they tell me the machine cannot sense/read my card… By the way I had to go pick up my kids hence I could not debate the card not sensing issue.

Let’s skip to Saturday of the same week …

Well Saturday, I walk into your store with the hopes of getting the account paid – I reaffirm that statement regarding paying ONLY at JET Stores and not other retails stores, well they tell me it is correct. We than try the card, it didn’t read! The than call RCS 15 minutes passes, WELL GUESS WHAT_ NO ANSWER! We try again for the 2nd, 3rd and FINALLY 4th time blessed I guess. And then – Monica on the other end of the line. The consultant explains to Monica that she suspects that the card is damaged because it is still fine, however, is not sensing! Monica than asks does it have a CVV number, the consultant than says I must pay an additional R60 for the store card… I than ask, why? As I am busy asking my why’s??? She than hands over the phone and I than speak to Monica, Monica and I started off very well and how it ended was much unbelievable. Monica than informed me that I am the first person to ever have a problem like that. She kept me on hold and asked to confirm with her Team leader, she gets back and informs that her Team leader advised her that I should actually pay as the CVV number appears and that is justification that nothing is wrong with the card. So, I ask Monica how is it possible that I need to pay for a card that I did not destroy, I further explain to her that I keep my card in my wallet and does not PLAY with it as it is a store card. I further ask Monica to actually explain to me how does the CVV on the card justify my payment for a new card? As I am waiting for an answer – the store assistant then tell me that the card has been ACTIVATED, ON WHO’S GO AHEAD?? I find it EXTREMELY UNPROFESSIONAL AND RUDE THAT MONICA HUNG UP ON ME AND ACTIVATED THE CARD WITHOUT ME HAVING TO AGREE TO IT, WHY?

By the way when I asked for the total outstanding amount – the store could not even tell me how much I owe you, HOW IS THIS POSSIBLE??? I than opted to pay R150 and left the store VERY UNHAPPY.

The following week…

Hlengiwe calls me and ask me about payments – I than explain to her the entire story from the beginning to what had happened on the previous Saturday and nicely asked her to actually register me a formal complaint regarding the treatment received, the payment(only being able to pay at the JET Store) and that I have been waiting for assistance.

WELL, TILL TODAY, NO FEEDBACK RECEIVED OR RATHER I DO NOT KNOW IF THE COMPLAINT WAS EVER REGISTERED!!!

Two days later …

A gentleman called and I informed him to call me after 4 pm – I am still awaiting that call.

Saturday ….

I went to JET sTore Randfontein – The entire MALL had no Electricity – VERIFY IT WITH THEM PLEASE!!!

I actually missed a call from you guys called back – Spoke to Chanel and explained to her that I was at the store and the was NO ELECTRICITY - If we come across such and cannot even pay at ANY OTHER TFG GROUP STORES- LORD KNOW THAT RCS Is too quick to send you to hell with their ridiculous interests as though we deliberately not paying.

Tuesday/Wednesday … I paid R250 – THEY STILL CANNOT TELL ME THE TOTAL AMOUNT DUE TO ME!!!!

Today … I called to let you know that I have paid R250 into the account – Guess what account not yet updated, however, it is ok.

I said to Chanel on Saturday, with the type of service we receive from you RCS, you do NOT need us. You do NOT need our money.

CHANCES ARE, YOU WILL NOT EVEN BOTHER RESPONDING TO MY EMAIL, HOWEVER, THE FEELING IS MUTUAL I CANNOT WAIT TO PAY OFF AND MOVE ON FROM YOUR DEMANDS AND 0 % CUSTOMER SERVICE.

To whom it may concern,

Thank you for taking your time in reading my complaint.

I am eager and want urgent assistance in resolving my Jet account payment.

I have been contacting JET queries, sending them emails since the 4th of April 2023, until today no one has contacted me with feedback and I am told that my debt has increased due to non-payment.

I have attached the necessary documentation to show that I begged and pleaded with JET/RCS, my debt is accumulating and no one is assisting me. I think my biggest frustration is that even when going to stores, they cannot tell me the total amount due to me however, the contact centre states that I owe over R700+, which cannot be true.

Kindly assist in resolving my issue.