Nyiko M

Be careful when opening a truworths account

Dear Truworths Customer Service, I am writing to formally raise a complaint regarding the R72 annual fee that was charged to my account. What concerns me most is that this fee only reflected after I made a purchase, and at no point during the account application process was this clearly communicated to me. My mother also has a Truworths account and has never been charged an annual fee, which made this even more confusing and frustrating. Had I known about this charge beforehand, I would never have opened the account, especially considering the current economic climate where every expense matters. I contacted customer service for assistance and spoke to Penelope and Anele. Unfortunately, both interactions were extremely disappointing. Anele informed me that 'you will pay it!' because I supposedly signed a consent form. However, I never received any email or communication clearly explaining this annual fee. Instead of assisting professionally, she imp**** that I failed to read the consent and her tone throughout the conversation was rude and dismissive. Penelope was also unhelpful and seemed uncertain about the information she provided. Both agents sounded irritated, frustrated, and uninterested in helping customers. As a client, it is very discouraging to contact customer service and be met with unfriendly and unwelcoming attitudes. I feel that this annual fee information was not transparently disclosed, and the poor service I received has left me questioning whether keeping this account is worthwhile. Paying R72 annually for an account I may not even use every month, while also receiving poor customer service, simply does not make sense to me. If this matter cannot be resolved fairly, I would rather cancel the account and continue shopping on a cash basis instead. I kindly request: 1. A clear explanation regarding this annual fee. 2. A review of how this fee was disclosed during the application process. 3. Feedback regarding the conduct and professionalism of the agents I dealt with. 4. Consideration for reversing or waiving this fee. I look forward to your response and hope this matter can be resolved professionally.