Thursday, November 21, 2013

Well done ..... Almost !

After my last rant about and their failures to bother to contact me or respond to my emails... They did !!
Imagine my surprise when Andrew from Wonga called up and said he was aware of a serious issue and complaint I had made, and he would like to look into it to get it sorted and stop me having any more problems with my payment.
We spoke about the issue, how it had been escalated to him, and what the cause seemed to be. Andrew told me he would like to get some information then have time to look into it, and get back to me with the fix. I agreed.
As we spoke, it became apparent for a while that he thought it might be a problem with my bank account or card, and not an issue at their end. So after collecting some information from me he started to tie up the call. Before he could continue I asked him if he could take the payment there and then to stop me having to go through the hassle of sorting it out later. He agreed but with the added line that it might be a problem with the card, so a payment might not be successful.

Having spoken with my bank earlier in the day, and confirming that there was NO issue with my card, account etc, I was positive it was an issue with Wonga.
Sure enough, seconds after agreeing to 'try' and take the payment, a somewhat surprised Andrew came back on the line and confirmed the payment had gone through, no issues, and it must indeed be an issue with the system their end. No shit Sherlock !

With my mind at ease, and with the payment made, we ended the call there and agreed that he would call back later that evening after he had heard back from the IT dept.

7pm came around, and as promised the phone rang and it was Wonga again. From the offset it was made clear that there had been an issue with their system, and it was explained that my card, even though the ONLY card on file, was not set as the 'primary' card, therefore was not being used to collect payment. So in reality, rather than all the stupid emails I was getting, someone could have checked and spotted this months ago, or the system could have just spat out a 'no primary card' error. But instead its always better to blame and harass the customer, of course !

With that resolved, I was assured that it had been corrected now, and that the future payments would not have issue with them, as long as my funds were available and card didn't change. Once again rushing to end the call, Andrew again apologised and started to say his goodbye's. Stopping him in his tracks I asked if I could have the contents of our discussion in an email, as written confirmation of what had actually happened, and of the action they had taken to prevent it happening again.  This was agreed to.

20 mins later the email came through, and indeed stated all the required information for my own records.
Problem solved....................... but not the end of it.

On the day all the emails were sent to Wonga I had received the automated 'thank you' email, but none of the patronising 'better to call us' rubbish that they seem to send out when they just don't want to deal with the matter themselves. At least that's how it comes across. Every email I sent that day had all the information they usually ask for, name, email, DOB and address. Given that I had supplied all this, and received a call back, I assumed that was that.
So imagine my surprise, when 2 days later I get two more of the 'we don't know who you are, please call us' emails.

From this I can only assume that the left hand doesn't have a CLUE what the right hand is doing. Notes are not put on customers accounts, and information is not shared. All this comes together to make quite simply a piss poor customer experience.

So... Wonga, thanks for starting to sort my issue out, now maybe take a deeper look at how your contact system works, and stop sending stupid emails for no reason. Especially when you are asking for information which was contained in the email you are replying to ! DUH !

We shall tell next month if the issue is REALLY resolved or not. Watch this space on Dec 18th.

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