Harrassment

​I am writing this review to express my absolute frustration regarding the administration of my account and the inexcusable conduct of your collections department.

​The Facts: Despite the fact that I am a paying customer who manages their finances responsibly, I am being constantly harassed. ​My account due date is: End of April.

​My current payment status: I am paid in advance up to the end of February.

​The Issue: Your team appears to lack the capability to perform basic arithmetic or review a statement history before picking up the phone. I am receiving constant, harassing communication regarding arrears that do not exist.

​The Incident: During my most recent communication with your department to resolve this error, I was met with shocking arrogance rather than assistance. When I realized the consultant was unable (or unwilling) to understand the simple fact that the account is in credit, I requested to be transferred to a supervisor. The consultant refused to transfer me.

​Legal & Regulatory Violations: Please be advised that your current conduct is not only bad customer service; it is in violation of South African consumer rights regulations: ​Consumer Protection Act (CPA) – Section 40 (Unconscionable Conduct): It is unconscionable to use physical force, coercion, undue influence, pressure, duress, or harassment, unfair tactics, or any other similar conduct, in connection with the demand for, or collection of, payment for goods or services. Harassing a client who is paid in advance constitutes undue pressure and harassment.

​National Credit Act (NCA) – Prohibited Collection Practices: Attempting to collect on a debt that is not due (or has already been paid) is a violation of fair debt collection practices.

​Right to Fair and Responsible Marketing/Service: By refusing to escalate my query to a supervisor when a dispute arose, your agent denied me the right to fair administrative justice and proper dispute resolution.

​My Demand: ​Update your records immediately to reflect that my account is paid in advance. ​Stop the harassment and phone calls immediately. ​I require a formal apology regarding the conduct of the consultant who refused to escalate my call. ​If this harassment continues, I will have no choice but to escalate this matter to the National Consumer Commission (NCC) and the Ombudsman for Consumer Goods and Services.

​Fix your system and train your staff.