Victimised/********ised For My Own Account

<p>On the 15th of November 2016 I went to FOSCHINI PAVILION to go pay my @Home account. I usually pay at this store because its close and I always buy my make-up there. My main purpose that day was to pay my monthly instalment and gain access to my account (since it was blocked because I was in arrears and was not employed 5 months ago). I was advised at the TFG call centre to unblock my card at the store and they would phone the TFG offices for me.</p> <p>I paid for my account and I asked the cashier to please unblock my card to use because I am now working for the past 5 months. She called their call centre of which I was told to wait until eventually I spoke to a TFG agent over the phone who asked me "security questions".</p> <p>Firstly the line was terrible, so she had to keep on repeating questions for me to hear, and I had to keep on repeating myself because we kept on breaking. I answered the questions best was I could. The agent then asked if we can redo the questions because the system on her side has restarted and its giving them issues. I agreed and repeated this daunting process. All of a sudden she said I should give the phone back to the store cashier and suddenly she dropped the phone and the FOSCHINI PAVILION cashier (not the TFG agent) told me I failed the questions and my card has been blocked!!!!!!!!!!!</p> <p>Now I was in disbelief because firstly it’s my card, and the line was terrible, as well as her system according to her advice. Containing myself I asked the cashier what I should do now because as she can see this is my account, I just paid for it!!!, and she can see I have been paying well for the past 5 months?? She said I should give her my ID and a proof of address. By God’s grace I had these with me. So I gave her 1) my ID book of which she copied and 2) a @Home statement mailed to my home address. She looked at both these documents and sent them through to their "forensics" department. My word Forensics!!! for my own account??? How stupid is this, why would I keep on paying on an account that is not mine??</p> <p>Still in shock I asked her what will happen now, she looked at the cashier behind her who shouted in front of people that "Forensics" will call me after 5 days. I was so embarrassed in front of other customers.</p> <p>So today is the 22nd of November and still TFG "Forensics" has not called me. So I decided to call TFG myself. 22 November 2016 9:30am I called customer services and the lady put me through to an agent in "forensics”. I told her my horrific experience at FOSCHINI PAVILION, and she was shocked that they gave me incorrect information. The process was that the cashier at FOSCHINI PAVILION was supposed to:</p> <p>1) Call forensics immediately for me after emailing my ID and proof of address, and forensics would speak to me there and then</p> <p>2) She was supposed to request a proof of address that was not from any TFG (@home) store. The proof of address has to be from another store or a bank statement</p> <p>WOW!!! so FOSCHINI PAVILION </p> <p>1) treated me like a ********,</p> <p>2) gave me wrong advise by not checking if my proof of address will be accepted, they could have asked me to go to the bank for a statement of which I would’ve done immediately because I was in a mall</p> <p>3) gave me wrong information about "forensics" going to call me ,after 5 days (its 7 days later anyway).</p> <p> </p> <p>I’m not sure I want to keep my TFG (@Home) account any more after this embarrassing, ********ising and offensive experience. I am disappointed and heartbroken. Now I have to go back to get a bank statement just to prove that it’s my account. I ask again, why would I pay someone else's account religiously?? Why was I held liable for a bad line connection for questions not answered correctly (of which it could’ve been caused by their problematic system) and why did FOSCHINI PAVILION give me false information on the process and take wrong documents</p>