NO RESPONSE FROM TFG FINANCE DEPARTMENT HAMPERING CLIENT SERVICE

During May 2020 in the stage 5 logdown period we paid our Totalsports account via EFT, due to all the shops being closed. The EFT from ABSA bank went through and we were satisfied that the monthly instalment was paid.

On the next month's statement, it was reflected that we were in arrears with our account and that we were required to pay double the monthly instalment.

When the retailshops opened their doors, we immediately went to Totalsports Hartbee****rt and informed them that we did pay in May via EFT. They requested us to provide proof of payment, as according to their system, no instalment was paid in May. They gave us the contact details of their Account Department. We contacted the latter and was informed that we must e-mail the proof of payment to one Sandra de Klerk at their Finance Department. We did that, but despite several attemps to rectify the account, the amount arrears is still reflecting on our monthly statement.

We then approached the Totalsports shop in Brits Mall where an employee tried to assist us. We mailed him the proof of payment whilst in the shop, and he send the mail through to TFG finance department. That was done in middle September.

To our surprise we saw on our monthly statement that the account still reflects that we are in arrears.

The failure by TFG finance to rectify the matter, is constantly having a negative effect on our credit rating and general financial situation.

The lack of response from TFG is unacceptable and displays a total disregard of their clients' rights to good customer care and service.