Truworths had the chance to Shine ...

I opted for a Truworths card a year ago but only used it for the first time ever this year in June making a small purchase to "test out the experience." My first purchase was a review of what was to come, zero assistance, unable to remove the item ...a belt as it had been literally tied to the hook. Assistance arrived in the form of a salesperson who did zero selling but literally stood in my space. Went to pay, used the card. Received the account, made an online payment of more than the total balance it never reflected. Received messages reminding me to pay. Went to a branch as one cannot get through to their "call centre", Truworths hiring practice hires those who take customer criticism far too personally instead of solving the dispute. The result was that I had to send a proof of payment to Truworths - fair enough except that the payment was performed on the "PayU" platform and not an EFT, so I needed to go into my bank for that. Another bad experience with appalling customer service, however there was a bright shining star there who assisted me to resolve my issue. I was able to send the proof of payment to Truworths, I noted that the payment cleared into Truworths account 2 days later. I received a friendly and professional response (the 1 star is for them) stating that the payment was received by Truworths several days later. This isnt important right now, as Truworths had acknowledged receipt of payment. I need to add that I returned the belt at the branch and also repaid administration fee in order to arrive at a nil balance once more. So in effect I paid double resulting in Truworths now owing me the amount that I paid in again I was advised to either go to any branch or wait 7 days plus for the refund via head office, I opted for the branch. My ID was literally checked 4 times, I then had to endure another interrogation on the phone with someone at head office.I noted to both members of staff that I didn't have to go through this process when I made the payments. Another thing to add is that they ask the security questions which one has to answer in front of not only the staff but also customers waiting inline to pay as there is only the payment area that interfaces with customers. So much for the security or protection of my information. After the interrogation was completed, the interogator asked to speak to the assistant who was assisting me. He was busy with a client who was paying cash. Having worked in retail, in my mind, that customer was more important than myself. I let the interogator know, out of courtesy, that the assistant was busy with a customer, to this explanation, the interogator rudely demanded to speak with the assistant after I gave her the courtesy to let her know why the assistant wasn't available to take her call. After another ID check, I received my money (not allot) and I opted to close my account. An experience that I wish on no one. I will support the independent retailers and pay cash. One also has to pay the R59 even on small purchases. The retailer doesn't have to charge this, its discretionary, however Truworths does, even on a small purchase. One can understand if its charged on purchases above R1000. Anyway, it is an experience that I will never repeat again. The Truworths staff weren't overtly rude, they just had an official type of behavior, robotic is the best description, very little customer appreciation , even my AI assistant is more human and puts up with my endless questions, my most recent experience with Home Affairs deserved 10 stars in comparison to Truworths and of course that incredible person at the Bank. What a bright shining light in the appalling dismal and bleak customer service landscape that I experienced. To Truworths, thanks but no thanks.