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tiaanv T

1 reviews | Active since Feb 2017

06 Dec 2017, 12:39

Incorrect Debit Order after Settlement, and Refund

Settled my Vehicle on the 23rd of November. Debit order STILL went off on 1st of December(incorrectly). I was NOT prepared for it, and no communication regarding the possibility of this error was communicated to me. I contacted customer services on the 2nd of December, who instructed me that they are "very sorry", and that the refund will be processed within 48 hrs. On the 4th of December.. No Refund. I contacted the call center again. I was told.. Sorry... we actually mean 48 business hours.... It was escalated, and I was Guaranteed that the money would be back in my account the next day (5th of December). Nothing... Today (6th of December), I called customer services again, and was then told.... no..... 3 to 5 business days.. I then indicated, that my specific case was escalated, and I what I was promised as above... The service consultant then spoke to her 'team leader', and I was told that someone else was going to phone me back to resolve the matter. I still have had ZERO feedback, and we are on day SIX. In the meantime, I have had DEBIT orders rejected because of this "mistake". I am appalled. at the level of apathy from TFS and blatant lies, just to not deal with the issue.

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Replies (2)
tT
tiaanv T's update06 Dec 2017, 14:00
Reviewer Update
In a shocking turn of events I get told today that my refund is on scheduled for the 12th of December, as this is there procedure... After 7 individual phone calls to the call center, this is the FIRST time I get a truthful answer. The reasoning is, that I could have had the bank reverse the debit order, and they need to wait for it to clear on their side to make sure that it is not reversed or declined.... If I knew I had the option of having the bank reverse it I would not have wasted 6 days dealing with TFS. The hard facts are that TFS **** to me successively. The recording of my calls will prove this without ANY doubt. I am completely flabbergasted with this . Where is the business ethic? It seems to be a trend these days with all service providers.
tT
tiaanv T's update06 Dec 2017, 14:02
Reviewer Update
Full disclosure. I was told that they would release the refund today, however given my experience thus far, this could well just be another lie. I guess we will see... I was told that would be called back to confirm.