1 reviews | Active since Apr 2012
Edgars Bay West disregard for Customer Disputes
On the 9th of May I had the shock of life when I opened my electronic statement and discovered purchases made on my account to the value of R6 608.30 at Jet Stores in Brixton and Alberton while I was at work in Port Elizabeth. When I contacted Edgars Customer Care I was told to log a ***** case at the police station so the charges could be reversed. Then open a dispute at my nearest Edgars Store and attach a copy of the affidavit. Which I did immediately after work on the 9th of May before opening a dispute at Edgars Bay West in Port Elizabeth on the 10th of May. I was then told that they would email the forms through to the ***** Division and I could expect a response within 10 working days. This all proceeded as planned, and Edgars Bay West even copied me in on the mail.
However, after no response from either the ***** Division nor Edgars Bay West I decided to contact the ***** Division myself this morning (03.06.2019) to see if this case had been resolved before I receive another huge statement, Only to be informed that they had never received the paperwork due to the forms being sent to the wrong e-mail address.
I am sorry but I find this totally unacceptable. I have been a customer with Edgars for over 20 years. I have never missed a payment or had a bad ruling against my name. Firstly I find it suspicious that someone besides myself could purchase items on my name in another provision with all of Edgars's security systems which include an electronic signature in place. Secondly that I now have to wait an additional 2 weeks for this case to be resolved and the charges to be reversed on my account. Thirdly that no one from the Bay West Branch bothered to check up on this dispute. I sacrificed an evening at the police station and a morning away from work to dispute an activity that should have rung alarm bells at your chain stores in Brixton and Alberton.
If this is the way you treat loyal customers I do not want to have an account at Edgars any longer.
Kindly be informed we have referred your query to our ***** and dispute department for urgent assistance and feedback will be provided to you.
Reference number: ***/GO
Kind Regards,
The Customer Experience Team
Kindly be informed we have referred your query to our ***** and dispute department for urgent assistance and feedback will be provided to you.
Reference number: ***/GO
Kind Regards,
The Customer Experience Team
I received a message from one of your agents on my voice mail dated 5 June, the speaker was unclear but mentioned something about contacting the ***** division. Which I did this morning only to be told that one of your operator had called to inform me that I had to go to Edgars to fill in a dispute form before you could investigate this case.
Now my first question to you is ARE YOU SERIOUS!!!!!!!!!
Has no one read my review above where I stated that I had completed a dispute form at Bay West on the 10th of May and it was sent to *** by the *********** staff at Bay West Edgars. And when I had discovered their mistake on the 4th of June I had send it MYSELF to ***.
When I pointed the above out to your operator now he checked and found the dispute forms on your system.
Seriously due to these additional delays on behalf of the staff at Edcon this case is further delayed.
I received a message from one of your agents on my voice mail dated 5 June, the speaker was unclear but mentioned something about contacting the ***** division. Which I did this morning only to be told that one of your operator had called to inform me that I had to go to Edgars to fill in a dispute form before you could investigate this case.
Now my first question to you is ARE YOU SERIOUS!!!!!!!!!
Has no one read my review above where I stated that I had completed a dispute form at Bay West on the 10th of May and it was sent to *** by the *********** staff at Bay West Edgars. And when I had discovered their mistake on the 4th of June I had send it MYSELF to ***.
When I pointed the above out to your operator now he checked and found the dispute forms on your system.
Seriously due to these additional delays on behalf of the staff at Edcon this case is further delayed.
Thank you for the message.
We have received the claim forms and our dispute team is busy with the investigations.
Once completed you will be contacted. Apologies for the delayed feedback .
Kind regards
Edcon Customer Experience Team
***
Thank you for the message.
We have received the claim forms and our dispute team is busy with the investigations.
Once completed you will be contacted. Apologies for the delayed feedback .
Kind regards
Edcon Customer Experience Team
***