Poor customer service and Complaint handling process.

I sent the below email to TfG ON 1/10/2021. My partner has been trying to resolve the same issue for months. He has done everything they have asked of him, and the promised his accounts will be reinstated. NO feedback has been given to him as to why this has not happened, or even a letter. The only communication he is receiving is calls asking for money but no one is saying anything about his accounts,

He is a very loyal customer and always pays his accounts on time, the only time he did not pay correctly was when he had the issue as stated the email, and soon as he thought the matter was handled he paid his accounts and even sent proof that everything was handled but to this day NO One has bothered to handle his query.

I sent 3 emails to TFG, and not even one response. my question is? Is this how the treat their customers?

EMAIL SENT TO TFG

nomakhaya gqola <***> Fri, Oct 1, 11:55 AM (6 days ago) to payments

Good Day

I am writing this email on behalf of your customer Lunga Madikane, my husband.

He has been a loyal customer of yours but they way are treating him and his account is not fair.

He was incorrectly put under Admin in ERROR, and that was rectified and his name was clearer. He communicated all of this with your head office and he was informed if he continues paying his accounts everything will be back to normal(credit allocated back).

He has gone into different branches for months now, but no one has given him a clear answer or even followed up on his inquiry.

My question is: Is this how you treat your customers?

You can clearly see from your records that he is a good payor and a loyal customer, the least you can do is handle his query with respect and give him the assistance he requires as your customer.

Please respond to this email and advise of the way forward. I am prepared to take the matter further. I will contact the ombudsman and hellopeter myself if you continue with this unfair treatment.

Kind regards N GQOLA ***

Lunga Madikane id number:*** Card number: ***0***9 and ***0***3 cell number: ***