Balance protection

Good day,

I am a Truworths account holder for more than a year and I've been trying to activate balance protection on my account ever since. The account was offered by themselves and when I asked about balance protection the store provided me with a number I needed to contact. When contacting the number I was referred to the store. This has been on going and I've been to 5 different stores. Eventually i received a call from truworths and the agent said she will have this sorted, that was months ago. I am disappointed in truworths, always passing the buck and making it the customers responsibility for something they can't control.