Jessica R

Poor support after retrenchment; forced debit order despite willingness to settle.

Initially, my experience with Capfin was very good, and up until I fell into arrears, I had no complaints regarding their service. Unfortunately, I was retrenched and immediately made contact with Capfin to explain my situation. I advised the consultant that I could provide my retrenchment letter and asked what assistance or arrangements could be made under the circumstances. However, I received little to no support or guidance during this difficult period, and eventually my account was handed over. What I find extremely frustrating is that the attorneys/brokerage now handling the account refuse to allow me to settle the outstanding balance unless I agree to a debit order arrangement. I am both willing and ready to settle the account, but I do not agree to being forced into a debit order. I cannot understand why they cannot simply provide me with the banking details and a reference number so that I can make payment directly myself. Consumers should have the right to choose their preferred payment method, especially when they are making a genuine effort to resolve the matter. The lack of flexibility and unwillingness to assist someone who proactively communicated their financial hardship has been very disappointing. What started as a positive experience has unfortunately turned into a frustrating and stressful one.