1 reviews | Active since Jan 2011
Please explain Truworths
In the past 8 days I have received 6 sms's telling me I owe R500. When I checked on receiving the 1st sms (16 Jan) I realised I had paid R300 (on time) but inadvertently short paid by R100, which I paid immediately via eft. I kept getting the sms. Today, 24 Jan, I received one telling me I now owe R550, pay immediately. I phoned the number given and was told to ignore it as they could see I had paid. I then queried why my latest statement showed interest of R47. I was initially told that's because every time Truworths calls me, I get charged R25 - are you kidding me!! When I explained it was interest, I was told she can't help me - the customer service person can't help with an accounts query - and I need to go into a store and ask the sales person - again, are you kidding me! So I still have no answer about why Truworths was demanding R500 from me, hounding me like I'm some habitual repeat offender when I've been a good paying, loyal customer for 25 years and why I've been charged 47% interest on a R100 that was paid 2 weeks late, if that is in actual fact what I'm being charged interest for, as it appears the so called customer service people don't really know what's going on and therefore can't answer my questions. Back to the R25 call charge, I received a voice message on 16 Jan, in the evening, stating I must call Priscilla (I think it was) right back and use my ID number as reference. No mention of where she was phoning from or what the problem was. I only found out when I phoned back and reached the Truworths answering machine. I'm assuming I will now be charged for that call, even though I've had to phone 3 times in order to get this sorted out. All in all, appalling service - lack of knowledge, inaccuracies, wrong information, treating all your customers like they're *********, regardless of the circumstances. In future Truworths, you can use the extra that I've paid on my installment for the past year or so to make up any short payment. Or did you not even consider that when you started hounding me?
Thank you for your post, and for bringing your concerns to our attention.
We acknowledge your frustration regarding communications about the status of your Truworths account. However, when customers do not fully meet their payment commitments, additional charges are incurred. As a preventative measure various forms of communications are automatically generated as a reminder to bring your account up to date and ensure your credit record remains in good standard.
We can assure you that we take credit granting very seriously and all practices are within the governance of the appropriate acts.
We regret that you felt that our collections process was in any way offensive, as it was certainly not our intention to cause you any unnecessary frustration. We are however pleased to confirm that the arrears amount that reflected on your account, has in the meantime been settled.
Kind regards,
Truworths Online Team
Thank you for your post, and for bringing your concerns to our attention.
We acknowledge your frustration regarding communications about the status of your Truworths account. However, when customers do not fully meet their payment commitments, additional charges are incurred. As a preventative measure various forms of communications are automatically generated as a reminder to bring your account up to date and ensure your credit record remains in good standard.
We can assure you that we take credit granting very seriously and all practices are within the governance of the appropriate acts.
We regret that you felt that our collections process was in any way offensive, as it was certainly not our intention to cause you any unnecessary frustration. We are however pleased to confirm that the arrears amount that reflected on your account, has in the meantime been settled.
Kind regards,
Truworths Online Team