Terrible service

I have a credit account with Woolworths financial services for over a year now. I have been in a financial predicament where the monthly payments has been so high that I have fallen behind on a payment unfortunately. In June I have spoken to WFS regarding a payment plan to catch up with the 2 payments I have missed in order to get the account up to date and we have set up a debit order.

The first debit order went off end of June with no problem. The second debit order for July was not deducted from my account and after waiting a week for the debit order to off I have made a manual payment via EFT. I have not received any further calls from WFS or messages and when I looked on my statement it indicated that there is a credit transaction listed as payment relief which I assumed was due to the payment plan, so I was under the impression that all payments have reflected and the account is well on it’s way to be paid up to date. Same story with end of August, no debit order deducted, so again I made a manual EFT payment and no calls or messages received so again I assumed that the payments have been received - bear also in mind that WFS has advised they will inform me each month as to what exact amount should be paid and yet since the payment plan as been set in place no further communication has been received, so I just pay the amount that was initially discussed on the day of the payment plan arrangement.

To my surprise I receive a call from Lindiwe on behalf of Fusion Credit Solutions stating that I have only paid one instalment on the account and no the payment plan is null and void and WFS has handed me over to a third party collector - this is very alarming as I mentioned above that no communication has been received from WFS stating that no payments have been received and on the statement provided it indicated that there is a payment relief credit payments received on the account so therefore I had no means of knowing that WFS have not received any of my EFT payments and now there is most likely added additional fees onto the outstanding amount.

Also phoning into the call centre and getting to speak to somebody is another difficult task on it’s own as you are place on hold for what feels like forever.

The lack of communication received is alarming and being handed over to third party collector without any prior warning is more alarming and I am sure it goes against the NCR protocols.

I would like to be in contact with a person whom I can sent the proof of payments to and whom can take my name away from the third party collector as I have not fallen behind on my payment arrangements and the fault is on WFS side.