Appalling customer service from TFG

I sent the following email to TFG on the 19 November 2019 and received a response that management will be in touch. I subsequently sent a number of follow up requests and received standard responses from the call center admi istrators and to date there has been no management response. I have enjoyed shopping at TFG stores for over 15 years but this experience has me wondering why I should be spending my money with a company that has absolutely no regard for its loyal paying customers.

Below is the email communication:

Good morning

Please may you advise on the amount of response time I should allow for regarding my complaint?

I was hoping to use my card to take advantage of black Friday specials.

I look forward to your response.

Regards Nazeera

-------- Original Message -------- Subject: RE: [0][‪***‬]Disappointing service From: Customer Services To: *** CC: Good day Ms Cassim

The reference number for this request is ‪***‬D9.

We acknowledge receipt of your e-mail, we apologise for any inconveinances caused by this matter.

We have forwarded your query to Management for further assistance.

Please allow for some response time

Should you require any further assistance, please do not hesitate to contact us on our e-mail address: *** or via telephone on ‪***‬ or ‪***‬.

Kind regards

Jade Abrahams

Administrator- Customer Services

Foschini Retail Group (Pty) Ltd

reg.no. *** t: ‪+27 (0)21 ***‬ / ‪***‬ f: ‪+27 (0)21 ***‬ e: ***

TFG is a registered credit provider and authorised financial services provider. NCRCP 36

From: *** [mailto:***] Sent: 19 November 2019 07:30:00 AM To: *** Subject: Disappointing service

Good afternoon

I wish to log a formal complaint regarding the service I've received from the Foschini group yesterday, 18 November 2019 at around 2:40 pm.

I have been a loyal card holder since November 2004. My account was opened with the 'RJL' store which later became 'Sportscene'. My ID number is ‪.......... ‬. This is my email address on which I receive TFG communication.

Recently I was asked to change the card as it was too old. I also received an email asking me to change it at no extra cost before the 1 September 2019. I didn't get to do it in time and was willing to forfeit the R60 cost for the card yesterday when I went into Sportscene in the Cresta shopping center.

I had many issues with the process: - your staff looked at my card like it was from another planet, why are they not adequately trained on the company information. - I had to ask them to check the card on the system as all of my information is there. - the request for me to change the card also reflects on my profile on the system. - Loyiso and the manager then called customer services who instructed them to give me a new card. - I had provided my original ID Document for authentication purposes, which is what I was told to bring, for this very simple process. - the card swap process was completed on the system. - the system then asked for my ID to be scanned and there was no picture that popped up. Bearing in mind that this account is almost 15 years old and the process of a picture on the system would probably have changed during this time. -Loyiso then calls customer services again but does not confidently explain the situation. - the person on the other side of the call makes me answer security questions with a tone that made me feel like I'm being accused of *****. - I answer these questions to the best of my knowledge at which point she tells me to hand the phone over only for Loyiso to tell me to come back with my ID, which is already in his hand and three months bank statement because I answered something incorrectly. - I was extremely furious at this point and asked Loyiso to please call his manager as I didn't think it fair to take it out on him - The manager comes to me and calls customer services again who gives him the same story about my security questions not being answered correctly. - I asked to take the call and speak to the customer services agent. She kept totally Silent on the call when I spoke to her and only spoke to the manager again when he took the phone back. - He asked her why she was quiet when I spoke at whick point she slammed the phone down. - I asked the Manager to give me back my ID as well as both the cards which he refused to do. - I asked for the new card as well because I witnessed them changed my information onto the new card. He refused. - I then asked him to cut up the card in front of me as I believe it would have been a security risk for me to leave this card that had my information on it as someone could use it to make ********** purchases.

Please accept this as a formal complaint as I was asked to go to a Sportscene store to change the card through a simple process of just bringing my ID.

Why do I need to answer security questions on a phone to someone who has no background on the situation of why I am changing my card when the person in front of me is holding my original South African ID Document that contains a picture of me as well as the original card that had reflected all of my information and the card change request on the system.

I have been a loyal paying customer for 15 years. Why do I need to bring bank statements?

Why does the manager of the store allow these types of situations to be handled by junior staff who are clearly not trained on how the process works instead of handling it themselves?

Lastly, what should have been an easy process as per the email that was sent to me, took almost an hour in your store. I am eight months pregnant and not once did any of your staff members have the courtesy of offering me a seat during the wait. It's common Courtesy!!!!

I was and still am absolutely furious and appalled by the level of service and incompetence from both the staff as well as the customer service call agents.

I expect that as a loyal and paying card holder of the Foschini group that you will directly courier a new card to me at no cost or I will share this matter on social media.

In addition, I wish to inform you that I am not ******** to how processes are to be followed and handled, I am a Certified Information. Systems auditor. I know how these processes should work.

I look forward to and expect your response.

Regards Nazeera Cassim

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