Tymebank ***** Department Incompetence

Disgraceful Service

I have a Tymebank Credit Card which I have been using for the past +-3years.

Out of the blue on Thursday 06/03/2025 I received a message from Tymebank saying that they had identified *****ulent activity on my credit card, they tried calling me to confirm these transactions and when they couldn’t reach me, they blocked the card.

I immediately called them when I saw this message and they said that they are looking into the matter and will call me back in 24 to 48hrs to illuminate me as to what transpired and the resolution.

I received no call from them or any form of correspondence within the agreed time. I call them back on the 18/03/2025 to ask why they hadn’t called me and what the update is with my credit card, lo and behold I am told the 1st *********** agent did not advice me of the correct process, and advised that I should get an affidavit, copy of my ID and the credit card statement, and send them to the ***** department, where they will unblock my profile, and the unblock should be initiated when a new card is couriered to my chosen address.

I compile all the necessary documents and send them through two days later on the 20/03/2025 @16:03. To which I receive an automated response acknowledging receipt of my documents.

30 minutes later I receive an SMS which says that my credit card has been unblocked @16:34, which is immediately followed by another SMS saying once again *****ulent activity was identified on my credit card and a hold has been placed and a 3rd SMS just a minute later informing that an investigation has been launched on the card and I will be notified of the outcome.

Today is Wednesday 26/03/2025, I have once again had to use my airtime to call in to find out what the heck is going on and I am told by the agent Elton, in the ***** department that the investigation is going to take 21 working days to be completed, when this case has been active from the 06/03/2025 already, I have been told what I need to provide, have provided all documents necessary and now I am told about 21 days.

What were they doing from the 3rd until today 26th if they need 21 days to investigate my matter, why are these agents so *********** that no two consultants have the same information on my case, everyone is just winging it with whatever response they can think off?

Now I’m in a predicament where I can’t make my monthly payment to the card from my bank as it is blocked, and I have told the agent Elton that I will not have my credit score messed up because of all this incompetence happening in that ***** department, he did highlight that they will update all the credit bureaus once the issue is resolved to inform them to clear the late payment /non payment indicator on my profile. I will be demanding this recording as proof if this matter is not resolved amicably.

I would not recommend Tymebank Credit Card to anyone reading this.