Repeated problems with debit order payments
<p>I am a long-standing Truworths customer and my account is set up for payment via DEBIT ORDER.</p> <p> </p> <p>For the past 2 months, Truworths have not processed my debit order payment. There were sufficient funds in my account, yet no payment was deducted. This appears to be some sort of technical problem on your side.</p> <p> </p> <p>I have been harassed constantly because my account fell into arrears, through no fault of mine. I have explained this to the the call centre agents and last month authorised an ADDITIONAL debit order be processed on 26 August. This was processsed correctly, but the normal debit order was NOT processed so again the account was in arrears.</p> <p> </p> <p> </p> <p>I have not received a response to my e-mail outlining all of this, and requesting that you listen to the voice recording of my calls explaining the situation to one of the supervisors. I have had no proper feedback, except for constant harrasment.</p> <p> </p> <p>Most importantly, I am concerned that my impeccable credit record will be tarnished through your inability to process the debit orders correctly.</p> <p> </p> <p>It is urgent that you inform me whether you have given me a negative credit rating, and if so, how you will resolve this with the credit bureaux. I am about to purchase a new vehicle and should my credit record be blemished as a result of this, I will hold Truworths liable.</p> <p> </p> <p>If you are unable to fix your debit order problem, then I will have no option but to close my account.</p> <p> </p> <p>Regards,</p> <p>Mr W Ender</p> <p> </p> <p>P.S. I have since settled my account via EFT as you seem unable to get the debit order to work.</p> <p> </p>
Thank you for your post and allowing us the opportunity to attend to your query.
We have investigated your concerns and acknowledge that we experienced a technical error with the processing of your debit order for 04 August 2016. During the collections process your account was being handled by Blake and Associates who does collections on our behalf.
We established that the debit order date was amended by them when an arrangement was made to debit your bank account on 26 August. This date was however not changed subsequent to the arrangement which resulted in your account inadvertently falling in arrears for the installment due 05 September.
This payment was however successfully allocated with the debit order processed 26 September and we can verify that your account is currently settled in full and is reflecting a credit balance.
We completely understand your frustration in this regard and would like to extend our sincere apologies for the inconvenience and upset caused to you as a result of this matter. We further wish to verify that an instruction was sent to all credit bureaus to update your payment profile for the affected months.
We value your feedback and support and appreciate the opportunity to assist you. Should you have any other concerns, kindly contact us directly on ***, or send an e-mail to: ***.
Sincerely yours,
Truworths Online Team
Thank you for your post and allowing us the opportunity to attend to your query.
We have investigated your concerns and acknowledge that we experienced a technical error with the processing of your debit order for 04 August 2016. During the collections process your account was being handled by Blake and Associates who does collections on our behalf.
We established that the debit order date was amended by them when an arrangement was made to debit your bank account on 26 August. This date was however not changed subsequent to the arrangement which resulted in your account inadvertently falling in arrears for the installment due 05 September.
This payment was however successfully allocated with the debit order processed 26 September and we can verify that your account is currently settled in full and is reflecting a credit balance.
We completely understand your frustration in this regard and would like to extend our sincere apologies for the inconvenience and upset caused to you as a result of this matter. We further wish to verify that an instruction was sent to all credit bureaus to update your payment profile for the affected months.
We value your feedback and support and appreciate the opportunity to assist you. Should you have any other concerns, kindly contact us directly on ***, or send an e-mail to: ***.
Sincerely yours,
Truworths Online Team