Highly annoyed

Item: Truworths
Rating: 1
Author: Jezme R

I'm really annoyed and frustrated as I recently purchased on my account and then I find out that my account that I no longer use has been debited. Therefore, the funds returned since no money is in the account and obviously charged for the reversal as well. I called your call center and I wasn't impressed with the service. I don't want to speak to any managers, I don't want to hear excuses or apologies. I never gave authorization for any account to be debited. All I want is for the debit order /stop order to be canceled since I always pay Eft and sometimes at the store. And since I never gave any permission for my account to be debited, I would like to be refunded for the reversal charge since that is not my fault or error.

Helpful (0)

Replies (2)

Truworths's replyOfficial

01 Nov 2018, 15:59

Thank you for your post.

We appreciate you bringing this matter to our attention, and affording us the opportunity to address your concerns.

We have investigated this matter and established that due to the status of your account between February and April 2018, your account was being administered by one of our external agencies on our behalf.

Our records confirm that a consultant from the agency activated a debit order on your account, on 06 March 2018, and that it was not subsequently disabled.

For this reason, when your current instalment amount became due after your recent purchase, the debit order automatically went through on the banking account noted.

We can however confirm that this matter has been addressed and rectified, and that the debit order has in the interim been cancelled on our system.

We sincerely apologise for any upset that may have been caused to you as a result of this matter and hope that this response has clarified your concerns.

Kind regards,

Truworths Online Team

Truworths's reply01 Nov 2018, 15:59

Official

Thank you for your post.

We appreciate you bringing this matter to our attention, and affording us the opportunity to address your concerns.

Our records confirm that a consultant from the agency activated a debit order on your account, on 06 March 2018, and that it was not subsequently disabled.

For this reason, when your current instalment amount became due after your recent purchase, the debit order automatically went through on the banking account noted.

We can however confirm that this matter has been addressed and rectified, and that the debit order has in the interim been cancelled on our system.

We sincerely apologise for any upset that may have been caused to you as a result of this matter and hope that this response has clarified your concerns.

Kind regards,

Truworths Online Team

Jezme R's updateReviewer Update

04 Nov 2018, 06:34

Clearly then someone doesn't know what they're doing as I had made an arrangement in March to do a once off debit for the amount outstanding and had adcised I do not wish a debit order to be loaded on the account. What's also strange is that I made a purchase in September. Yet no debit order went off? Also when I receive my statement it also doesn't state a debit order is loaded however, it's states I can load one. This debit order was only loaded after I made a purchase recently last week Sunday in Rustenburg. I know you can activate a debit order in store and I did not state anything except the period of twelve months. So please explain how it's possible for a debit order to be loaded but it wasn't debited in September? Someone messed up and that's not my problem. As I stated I would like to be refunded for the reversal fee. Should this not happen I will be taking this further. I'm not the one at fault especially due to some else's incompetence. But thank you for canceling the debit order.

Jezme R's update04 Nov 2018, 06:34

Reviewer Update