POOR & UNPROFESSIONAL SERVICE

I am writing on behalf of my husband. Who has today been sent from pillar to post about a credit note on his account. NO ONE in any of the TFG stores that he has visited is friendly and or willing to help or willing to assist.

On 02 Sept 2017, we returned a S&P Quantum Anodised Casserole 24cm that we had purchased a year before, with the intent of acquiring a new one. (We are currently under Debt review) and close to settling this account. We were then told that we are not able to "purchase" a new pot and they weren't able to reverse the transaction. WE then left the store, no pot in hand and no guarantee that the transaction would be finalized. At this point my husband was furious and already frustrated. We were however guaranteed that this matter would be resolved.

In Feb 2018, when we enquired with our debt counsellor for new balances it came to our attention that this credit note was never app**** to his account. Thus meaning his current balance still includes this amount which was credited to his account as on the return date. I subsequently sent an email on 21 February 2018 to ********** and to date have received no feedback, directly to me or to my husband (whose account this is).

He has gone to 2 different EXACT stores (as his account is with EXACT) and was told to go to the store where the item was purchased and subsequently returned. As when I called the TFG Customer service line (***) I was told that I they are not able to divulge any information to me as I am not the account holder (This is fair). However he has now gone from one store to another, where the customer service department was called and still no one can help him.

We are trying to settle this account and not run away from this outstanding funds.

I find it amazing that when you owe TFG money they are quick and constant to call and continuously harass you (him) as their client. However, now with TFG owing us a service and subsequently money, no one is capable and or willing to help.

I refuse to believe that with a 24 hour "viewing" ability of all emails at your customer service division, that an email that was sent in February 2018, has not been seen, read or dealt with. what this makes me realize is that customers will continuously send emails of enquiries, but if it doesn't fall within that 24hour window period.. your query will never be resolved. (AM I BEING FAIR in making THIS STATEMENT. I may not be. But this is how poorly your customer service is treating a client of yours and making a simple matter, unresolvable. )

We are frustrated beyond reason.