1 reviews | Active since Sept 2020
Closing an account struggle
To whom it may concern
Generally I am not a person to make a fuss about service, however today I have found myself frustrated with the service received from RCS or Edgars call center.
On the 2nd August I made payment to my Edgars account. After getting back home, I decided that it would be best to close the account completely due to the interest of reduction of debts. The amount due that was communicated was R1472. 40. Which to my understanding was the balance remaining.
On the 3rd September I resolved to pay the rest of the outstanding amount and close the account. I drove to Edgars Carnival mall. I was assisted by 2 nice ladies with paying. I expressed my intention to close the account and I was told that it would take 4 days for the money to reflect in RCS account. I understood the explanation, though I was not happy to learn that I was be required to make another trip to the mall just to close the account, but since that was what I was set on doing I agreed to return.
On the 8th September instead of driving the Carnival mall to close the account, I decided to go to Eastrand mall since it was the closest. The service was horrible as the staff did not know the number to contact. We tried several numbers with the agent who was serving me. Eventually she told me that the account was closed. Due to the run around we had with the phone, ranging from people hanging up on us, to call center agents giving us the RCS contact numbers and RCS people sending us back to Edgards. There was no additional amount communicated to me as the amount I needed to pay. I requested the number that I could have to make follow ups. She did give me ***.
I felt uncomfortable with the fact that I had no reference or email or sms confirming the account closure.
On the 16th September, I happened to be at carnival mall again, so I decided to check once more if the account was finally closed. I was assisted by Vusi, who was very helpful. He discovered that that there was suddenly an amount of R250 I was then required to pay, and that the R200 I paid on the 2nd was not reflected on his system. Luckily I still had all of my receipts from the 2nd and 3rd reflecting the balance that was due and subsequently settled. He resolved the investigate the issue further and requested a refund on the R200 that was not traceable. He requested that I return to store to ensure that all was well on Friday. I grudgingly agreed due to the distance and the time, however I understood the logic especially since there uncer*****ies about origin of the new amount that emerged after I had paid the balance.
Today, the 26th I returned to the Carnival Edgards, Vusi called RCS to investigate. We spoke to a lady by the name of Yolandi who advised that the new amount cropped up on the 8th and I had to pay it before the account is closed.
Wow, my balance was advised on the 2nd and 3rd, I was at Edgards on the 8th. No one mentioned any R250 due. I had clearly communicated my intent to close the account on the 3rd, still no one mentioned to me that by the way, on the 8th "Mam we will want additional money from you". Even on the 8th no one mentioned that I have acquired a "Top UP" on my bill.
What was the icing on the cake was when Yolandi told me that none of the Edgards good employees wrote on the Edgards system that I wanted to close my account. Due to their failure to indicate my plea that I chased countless times I am liable to pay an additional amount of R250 on the account I have been trying to close on several occasions. Let alone that I am busy driving up and down to settle a matter that does not want to end. Now I must be responsible for checking up on what the employees are writing on the screen that I don't have access to....
I am not an edgars or RCS employee. Why would I want to check on the system that I have no right to access, what is being written?
Why does it take so damn long to close an account? I'm trying to cut a debt which ends up adding up to my petrol bill trying to ensure that my wishes are met... Really, why do I as a client have to go through all of this? Now why do I have to know what people are writing in their own system when I am on the other side of the counter as a client?
Why does it take RCS 4days to see payment? Can't they make their system in sync?
Why am I being subjected to this kind of treatment when I have been a customer for so long....
I was not closing this account because I was called by Edgards or in areas or a bad customer, Why do I have to go through this when all I just wanted to do was to close an account??????? Why do we have to run after people to do their jobs???
I am an unhappy customer right now because of all I had to go through.
NB: Edgars and RCS management I am writing this mail from my car in this heat, I soon as I get home I am going to post it on Hello Peter because this is not on and I have a feeling that I am not the only person that has gone through this.
Best regards Celiwe Mhlungu
The caller further told me that she was going to call me the following day when she has addressed the issue with the management.
I guess she forgot to call, since I never received any call.
Needless to say that on the 13th, I received a sms telling me that they made an error in my billing and my "October" statement will reflect the high amount.....
I don't know if I am slow on the up take, but when one asks for the account to be closed and queries the lack of action relating to the request more than once, wouldn't it make sense to address the problem? Why would a company continously inflate a client's debt when the request for closure is tabled?
I don't feel like they listen to the customers. Maybe I am the only one that they ignore, and single out in inflating this debt.
It is sad that after so many years of being loyal, I am being treated like this.
In a nutshell, I am greatly disappointed. This might seem like a small amount to be contesting, but they don't understand my motivation towards closing the account and frankly they don't care. What is important is increasing this debt that I am trying to get rid of.
The caller further told me that she was going to call me the following day when she has addressed the issue with the management.
I guess she forgot to call, since I never received any call.
Needless to say that on the 13th, I received a sms telling me that they made an error in my billing and my "October" statement will reflect the high amount.....
I don't know if I am slow on the up take, but when one asks for the account to be closed and queries the lack of action relating to the request more than once, wouldn't it make sense to address the problem? Why would a company continously inflate a client's debt when the request for closure is tabled?
I don't feel like they listen to the customers. Maybe I am the only one that they ignore, and single out in inflating this debt.
It is sad that after so many years of being loyal, I am being treated like this.
In a nutshell, I am greatly disappointed. This might seem like a small amount to be contesting, but they don't understand my motivation towards closing the account and frankly they don't care. What is important is increasing this debt that I am trying to get rid of.