TFG has demonstrated a concerning lack of humanity, customer-centricity, and service excellence. The approach appears to be driven purely by profit, with little regard for the customer experience or meaningful resolution.

I write this message with growing frustration and deep disappointment over the mishandling of my case. Critical communication was repeatedly sent to the wrong email address, despite my providing the correct one multiple times. I was then instructed to complete a form—also sent to the incorrect address. It wasn’t until Thursday, 26 June 2025 at 4:52 PM, after a barrage of confusing SMSes, that I finally received an email from the TFG Forensics team. This communication, too, posed another hurdle: it was password-protected, and the instructions to access it using my ID number simply did not work. If such stringent measures had been in place when the account was opened—rather than after the fact—we would not be in this situation. TFG appears far more concerned with post-facto red tape than pre-emptive customer protection. Despite submitting all requested documentation once again, I continue to receive conflicting SMS messages. Today, I was asked to resend documents that had already been provided earlier. This ongoing confusion, poor communication, and lack of accountability reflect an alarming disregard for urgency or customer care. Now let me be unequivocally clear: I am the victim of identity theft. I did not open a TFG clothing account, neither do I have one somewhere else. I did not authorise any purchase. I am being held responsible for a *****ulent account and a transaction that I had no part in. Mind you, I still possess my original identity document, which has never been lost or ******. This is not merely a procedural glitch, it is a failure of risk management and basic verification. If my information is available on TransUnion, how did your verification process fail to detect that the identity and contact details did not match? Why was there no attempt to validate the phone number, email address, or residential address before the account was opened? Even more frustrating is the dismissiveness I encountered when seeking help. The WhatsApp support line proved unhelpful, at times rude, and showed no urgency or compassion for the seriousness of the situation. It took a phone call—made at my own expense and initiative—to receive help which has resulted to nothing as I am still being requested documents already submitted with no decency to explain or give clarity if there are any issues so I can help resolve them if at all possible. This experience has caused significant emotional distress, compromised my credit profile, and consumed my time and energy. All of this because of flaws in your systems and an apparent lack of accountability. I am not merely a number on a ledger. I am a person whose name and identity have been abused—while your systems turned a blind eye. I demand the following without further delay: • Immediate clearance of this *****ulent debt from my name • A full investigation into how this account was opened • Restoration of my credit profile • A direct and detailed explanation of the actions being taken to correct this matter • Formal acknowledgment that I am not responsible for any part of this account or transaction The continued mishandling and slow response to this serious breach are unacceptable. I expect this matter to be treated with the urgency, care, and human consideration it deserves.