Disappointed and Disgusted: My TFG Experience

I am absolutely disgusted with TFG.

About 3 years ago, I opened up my TFG account to build up my credit score, and have never missed a payment.

That is until I decided to start paying my account at Volpes Malmesbury.

I paid my account on 04/09/2024 in the amount of R485, as my pay date is the 1st of every month. I started getting calls and emails saying my account was in arrears, but I thought it was a **** because I had already paid my account, so I decided to go into the store itself to have it checked out.

Lo and behold, Volpes could not assist and see what was happening on their end, so they referred me to American Swiss which was the next closest TFG store.

American Swiss drew a mini statement and saw that Volpes, instead of adding the R485 to my account, added it as a deposit which is why it showed that I had not paid my account. (It also showed that on 04/07/2024 I paid my account, and it was also put down as a deposit.) At this time, the total balance on my account was R1977.07.

They called customer service and I was advised to email my slip (which I save every month) to *** on 20/09/2024 and explain what had happened. I never received a reply.

I was still getting calls saying that I missed a payment and it was going to affect my credit score, so, I went to a different TFG store; Exact. The staff were super friendly and called customer service to have this sorted out, which was on 27/09/2024. A guy named Zuko advised they would call me back in the next two days. The call never came.

On Monday 30/09/2024 I returned to Exact, they happily helped and called in again. At this time my balance was R2500 because I had bought a cap of R300 and something over the weekend.

A girl named Aakifah answered and assisted and assured me that all had been sorted out. This meant that my balance should have been around R2000 because the R485 that I owed was changed from the deposit right? They said it would take time to update on their end, so I paid R800 as it was almost the first of the month. Which meant my account should be about R1200.

To this day, my account still shows that I owe R1716. I was also charged for emails, SMSs, and calls during the month that I paid on time.

I went back to Exact on the, and they called customer service, I was advised that it would update on their end and to give it time, but that my balance showed correctly.

I have all the proof, Mini statements, and slips. How can my balance be correct if the deposit was never corrected, and I was charged for SMS, calls, and emails??? Emails I never received.

I also emailed the same email again with proof, but still no reply. I am deeply disgusted because I am using all my resources to get this resolved, for a mistake that was not mine, and it also affected my credit score.

Myself and my whole family will be closing their TFG accounts as this is unacceptable. TFG is quick to take money when you purchase something and call when you owe money, but not quick to rectify mistakes.