Poor Service

Good Day

I am deeply disappointed in the service i have received from TFG. I am, angered and i regret using ur services.

More than a month ago i logged an insurance claim with the FIX. It was for 2 phones that was ******, pick pocketed along with other possessions.

Firstly I had difficulty logging the claim through Finright. The call centre was constantly busy. They could not help me without the correct information. However The Fix in Festival mall had given me the insurance documents, store copy and customer copy for the one phone instead of the 2 customer copies for the 2 phones. I needed the documents to obtain the IMEI numbers to log a police case as well as have the phones blacklisted. I had to go to the Fix festval mall to go get the right copies. Then only could i start the whole process

Now more than a month later, i am still no closer to getting the phones replaced. I get the feeling Finright and the Fix festival mall is giving me the run around.

I have been told the following over the past weeks

1. Sorry mam i was off so could not follow up last week with Finright so i will try today. 2. Finright is off line. 3. The person dealing with your claim is off 4. Sorry mam we have no documents for you. 5. Finright is busy processing 6. You need to redo the claim. 7. The documents are not filled in correctly. 8. Mam you have not stated why it took time to log a police case. 9. Why did my daughter have both phones. 10. We heard nothing, we will call finright again 11. Mam did finright not call you. I will follow up 12. We were ******. 13. I dont remember speaking to you mam. 14. Mam we have info for only 1 phone 15. Sorry mam, we cant help you, this is a switch board.

16. After calling almost daily for 2 weeks and speaking to person on the other side abt my claim. They tell me ......Sorry mam this is actually a switch board for TFG festival mall. Please call the Fix. The fix and the switch board has the same number............

Each of these point were at least repeated once over the past month.

Looks to me like i waisted my money paying for insurance that does not pay.

The store received the following from me 1.blacklisting from cell c for both phones 2.copy of police case and case number for both phones 3.Affidavit 4.my ID

The store completed the claim forms for me. Took all my documents and submitted it.

From Finright I have not received any messages or calls.

I have many questions. Which of the above excuses is actually true. Why must i go redo documents, I too work in retail in the west rand. Why must i travel 79 km to come sort out someone elses incompetence. Why must i call finright? I am the customer. Do you only have 1 staff member in the whole of TFG that can deal with my claim. It is not my fault ur systems are offline or that staff is off. Why are i being made guilty for claiming.

I PAID FOR THE SERVICE IT IS MY RIGHT TO CALL ON IT WHEN A CASE OF EMERGENCY

Why is it questioned why my daughter had both phones.......most people have 2 or more. I have 3.

If you dont have this issue resolved and my legitimate claim settled by Monday the 17th. I will be taking the matter to the Insurance Ombudsmen. I will also go ahead and have all this put onto Hello Peter.Com.

TFG has got along road to truly unsderstanding the Consumer Protection Act and how retailers exploit customers. The general thought is that customers dont know thier rights.

Well you have met a customer that does know her rights and I service my customers and train my staff on always realising the customer expectations and rights.

Marinette van Deventer