TFG pathetic customer service

I have been a loyal customer to The Foschini Group for several years. My payment record is unblemished - no missed payments, no late payments. I have always received great service which is one of the reasons I remained a loyal customer.

Recently I queried my billing on a statement with the TFG customer care via email CS-***. I had a horrible experience with the level of service received from Sandra De Klerk. The arrogance in which the matter was handled and the lack of a customer centric attitude led me to decreasing my credit limit.

Sandra De Klerk was only too happy to oblige in TFG losing money from a once loyal customer. She went on to communicate with me that my limit could only be decreased once my outstanding balance reached that point. I responded by confirming the new reduced credit limit. As soon as I made payment on my account, Sandra De Klerk prematurely reduced my credit limit to my current outstanding balance (which was more than the amount I confirmed). I further communicated to her that she reduced my credit limit prematurely and that interest would still be added to my outstanding balance in my future statement which will reflect as my account exceeding the credit limit. Sandra De Klerk's response was a "note to herself" to reduce the credit limit (obviously not checking the confirmed amount). I requested that the matter be resolved since this was not my error and sent an email to two people in management who did not respond either. I received no feedback since.

I am extremely frustrated and disappointed in TFG. I never expected such a nosedive in customer service of a once customer centric group. I am frustrated that this will affect my credit record while an arrogant customer service agent is busy playing power games with me as a customer.

It seems TFG is not interested in training or screening their customer service consultants recruitment nor monitoring them and TFG obviously have no issue losing good paying customers - they don't need the business.

Since TFG doesn't need my business, I will take my business elsewhere. It's sad that we try to support local businesses but receive pathetic customer care. Maybe this is why foreign businesses like Shein and Temu are cashing in on the South African market.

Thank you Foschini for the great send off of a once loyal customer - TFG does not need my business. TFG's reputation is obviously taking a nosedive.