1 reviews | Active since Jul 2015
Truworths Uninterested In Fixing Incorrect Billing
I have been trying to resolve an account issue with Truworths for two months <br> <br> The total owing is R1k more than the amount spent. I have explained this to the collection people who phone me 3 to 5 times a day - they have made it clear that they are not there to assist me they just want the money paid - and they phone at crazy hours from Saturday mornings at 7am to Monday evenings at 10 etc. I have contacted Head Office service division where I have had to explain and in graphic detail lay out what I have bought and how that does not correspond with my current amount owing - each time you deal with a different person and at each interaction when the individual I speak to finally understands my concern and see that the maths dont add up, they promise to come back to you with no response - and collections call again<br> <br> I did at my last communication include the Customer Service Manager - Lynette Louw - but she is clearly too busy and important to get involved or even respond to me. <br> <br> This is affecting my credit score and is surely in breach of the Credit Act - Truworths is unwilling to assist & their staff is untrained which directly affects me next I want to buy a car or house
At Truworths, we always strive to offer our customers service excellence of international standards and we were therefore concerned to hear about your experience.
Upon reviewing your account we established that one of the items that you returned to the store for a credit was not successfully credited to your account. You were therefore correct in saying that you do not agree with the balance owing.
This being said, the service described in your post is not in line with the high service standards we strive to offer our customers and as such, we sincerely apologize for the manner in which your query was attended to.
We further acknowledge your frustration with time of the telephone calls made to you however; we can assure you that we are compliant with the requirements of the Debt Collections Act which states that calls can be made between the hours of 07h00 and 21h00. According to our records you were not contacted before 08h00 or after 21h00.
We trust that we have satisfactorily resolved your concerns. Should you have any further query or suggestions please contact us on *** or via email on ***.
Kind regards,
Lynn
At Truworths, we always strive to offer our customers service excellence of international standards and we were therefore concerned to hear about your experience.
Upon reviewing your account we established that one of the items that you returned to the store for a credit was not successfully credited to your account. You were therefore correct in saying that you do not agree with the balance owing.
This being said, the service described in your post is not in line with the high service standards we strive to offer our customers and as such, we sincerely apologize for the manner in which your query was attended to.
We further acknowledge your frustration with time of the telephone calls made to you however; we can assure you that we are compliant with the requirements of the Debt Collections Act which states that calls can be made between the hours of 07h00 and 21h00. According to our records you were not contacted before 08h00 or after 21h00.
We trust that we have satisfactorily resolved your concerns. Should you have any further query or suggestions please contact us on *** or via email on ***.
Kind regards,
Lynn