An Ackermans account card is not administered by the Ackermans store. It is run by Tenacity Financial Services, which is why store staff cannot see your balance, change a debit order or settle a dispute about interest, and why the number you need is not the one for the shop.
Official contact channels
- Ackermans account card enquiries: 0860 900 100
- From outside South Africa: +27 21 928 1040
- Account and card service email: [email protected]
- Suspected fraud on an account: 021 928 1095 or [email protected]
- Tenacity switchboard: 021 928 1000, fax 021 928 1065
- Ackermans customer care mailbox: [email protected]
Both Ackermans and Tenacity publish 0860 900 100 for the Ackermans account, so it is the right number regardless of which website you started on. Tenacity also runs the card programmes for other retailers in the same group on their own separate share code numbers, listed on its contact page; use the Ackermans one above rather than another brand number, as the teams are separate.
What this organisation provides
Tenacity Financial Services is a division of Pepkor Trading (Pty) Ltd, a registered credit provider under NCRCP 13053 and an authorised financial services provider. Since April 2007 it has managed private label in store credit card programmes for retailers in the Pepkor group, which include Ackermans, Pep, Ayana, Refinery, Legit, Dunns and Tekkie Town. Private label means the card carries the retailer name but the credit agreement, the statements, the interest and the collections all sit with Tenacity, so it is Tenacity that must answer for how the account is run.
Address and operating information
The operation runs from the Western Cape on 021 numbers rather than from a branch network, and Tenacity publishes no walk in address for account holders. Everything is handled by telephone, by email or through the account payment details on its website, so do not travel to an Ackermans store expecting to resolve an account matter in person. Have your ID number and account number ready before you call, since the account is not searchable by the store card alone.
Support and escalation routes
Raise the matter with Tenacity first on 0860 900 100 or at the customer service mailbox, and get a reference. If it is unresolved, a dispute about the credit agreement, the balance, the interest or collections goes to the National Financial Ombud Scheme South Africa on 0860 800 900, which absorbed the former Credit Ombud. Complaints about reckless lending or about conduct under the National Credit Act go to the National Credit Regulator on 0860 627 627, quoting NCRCP 13053. Because Tenacity is also an authorised FSP, a complaint about advice given when a product such as credit life cover was sold alongside the card goes instead to the FAIS Ombud on 012 762 5000. Report a card used fraudulently straight to the fraud line rather than through the general queue.
Sources
- Tenacity contact page: tenacityinc.co.za/contact-us
- Tenacity website: tenacityinc.co.za
- Ackermans contact page: ackermans.co.za/pages/contact
- National Credit Regulator: ncr.org.za
- National Financial Ombud Scheme South Africa: nfosa.co.za