Payment Date Mafias

I find myself with zero options other than to pay up my account and close it. I have been battling for almost 6 months now to get help from Truworths. My payment date is the 4/5th of each month but this has put a financial strain on me as I am now getting paid on the 20th of each month. Every time I call Truworths to try and change my payment date I am either given a very rude attitude - Most agents don’t also seem to differentiate between amount due and amount in arrears.

My recent interactions with Truworths have been a nightmare. First, on the 21st of September I called them and I got through to the collections department. A lady that answered my call was so rude that she wanted me to know I cannot do anything - She was speaking on top me without giving me a chance to even explain or make her understand that what she was saying wrong. She basically said I cannot change my payment date because I first have to pay the money that is due next month. Currently I have no arrears and that’s why I though it would be easier for them to understand but NO… Truworths agents will belittle you in a way that you will start doubting yourself. I really would like the management to listen to that call.

Now today, the 22nd of September I called in again and went through to customer service. I spoke to Mikayla. I asked if my account is in arrears and she has confirmed it’s not in arrears. I asked her to please change my payment date as this is affecting my credit score. Well guess what!? Truworths doesn’t allow the change of dates for payments! In my entire life as a consumer in South Africa I have never heard of this. I am yet to challenge myself and go through NCA and check if this is allowed. I then asked to speak to a supervisor so that I get a second opinion but NO with Truworths the supervisors are always unavailable and so I asked her to rather speak to the supervisor so that they can send me a confirmation in writing that Truworths doesn’t allow payment date changes. The supervisor sent me an email after holding for 20mins.

Okay this is where it get’s interesting :

Yesterday and all other times when I call in no one has ever advised me that I cannot change the payment date - I made the payment at the Gateway branch and even the cashier lady there said I should call and ask to change for the payment date. This is contrary to what I was advised on today by Mikayla and the supervisor.

The email sent to me reads :

“Good day,

Thank you for getting in touch with us

Please be advised that we are unable to manually change due dates for payments as they are system generated.

We would recommend that you consider a creating a debit order for a date of your choice. Please let us know if we can assist you with this.

Thank you

Kind Regards

Marita Khiba

Credit Service Supervisor | Call Center“

The email itself is contradictory because the supervisor says, they cannot change payment dates but if a debit order is set up than all of the sudden their system changes and allows to change the date? Wow!!!

I have to highlight that Mikayla spoke with professionalism and called me back as soon as she realised I had dropped the call after holding for too long. This is the person I feel needs to be recognised - She is an investment to the company.

I am finally going to leave a retail company/shop over this. I really had a good relationship with Truworths but I have to accept and pay their account in full, close the account and move on!

Kwenzeka Mkhize ***