***** Alert- Poor customer experience- Unprofessional contact center agents

Took me a while to get here but they kept on taking me as a joke hence I thought everyone deserves to know about this.

I have been a Truworths customer for over 5years, I have never skipped a single payment in my account. On the the 5th of April 2023 I made a payment of 800 at Truworths Elloff Street which was my monthly instalment, on the 9th of April 2023 4 days after I had made a payment some bought clothes using my account for R263001 using my account, I strongly suspect that this had to do with the last person that handled my card in that store when I was making a payment on the 5th, either they cloned my card or replaced it without me being aware.

I then went to the store to enquire about this the first time I was made aware, they level of services was very poor from the store employee and the Head office contact center agents. I spoke to Nkosikhona who took me as a joke on Friday the 21st April 2023, they store employees Leota walking around smirking seeing that I’m emotional in their branch as a victim of *****.

I was informed that I am over reacting because this happens on daily basis at all Trusworths branches around South African, is done by foreign nationals so I need to relax and go home they will investigate and pay the money back into my account, I found that very disrespectful for someone who had never been de*****ed before and this was my first time experience as I trusted this company and it’s staff.

I left the elloff store without getting sufficient support, I decided to come back the following day with my son to come and assist me as he is fami**** with such cases and I needed a statement showing the items that were purchased using my account without my permission so thy I can go open a police report, they store staff refused to issue me with a statement of my own account so that I can see what is really going on.

I then arrived with my son at the store on the 22nd April 2023, they initially refused still and we got really upset and even called the head office again pushing to get atleast a statement to we can also go to the police station, only a father 3hours my son final got hold of a lady by the name of Lutho from the contact center that was able to help us get a statement and explained to us their proceedure, she managed to calm down the situation professionally as the store and Nkosikhona from the contact center took all this as a joke since they deal with sick cases every day, customers are not suppose to be emotional when they are de*****ed.

I strongly feel that my card details were compromised at the Elloff Street store, the way this matter was handled raised my suspicions even more, they way they were so discouraging me to open a police report and refusing to give me my own account statement made me believe that they are protecting themselves since they know Truworths is gonna pay and then life goes on.

I do not feel safe anymore around the staff members.

I would really like disciplinary action against all the staff involved in this matter while Truworths and the police are investigating.

My son had to travel +300km just to assist me get a statement in his expense.

My name is Thandi Sidzana Contact number ***

You are welcome to also call my son and share everything on ***

Please contact me