Disrespectful and unprofessional treatment by Edgars

I'm writing this review on behalf of my mother.

She has been an Edgars client since 1982 (42 years). In February 2024, she wanted to make a (regular) payment towards her account - she made monthly payments towards her account. Please take note, that when she opened the account, it was a 6 (SIX) months interest free account. She could by for around R9000,00 and never bought more than around R1000,00. In February of this year, her account was frozen. This was done without any communication for Edgars on any platform. However, the store staff contacted the client support center. This was when there was still loadshedding. The person on the other side of the phone, was utterly rude, disrespectful and unprofessional towards her. She shouted and scolded my mother for contacting them during loadshedding.

She has been trying close the account since 29 September 2024. She contacted Edgars via email. In the initial email, she stated (and attached) the payments she has made. In addition, she requested statements for the last 12 months (this is something that they NEVER do). This request was not adhered to by Edgars. She first was only sent 2 (TWO) months statements (without any information on how to open the statements). After several emails, statements for the last 12 months were sent on 27 October 2024.

After she went through the statements, she sent them an email again, attaching a letter dated 1 September 2016. This was in regards to a service fee of R22,80. There was no other communications sent that stated that the service fee will increase (not even on the letter of 1 September 2016). The service fee on her statements is R34,00.

When this email was sent, Edgars response was simply a paragraph from some or other document about the NCA regulations.

My mother then sent an email, clearly indicating how Edgars contradicts themselves in their correspondence. She also called them out on their unprofessional behaviour and how unsatisfied she is with them.

Since this last email on 7 November 2024, Edgars has been ignoring her. She has sent 2 follow-up emails (14 November 2024 & 18 November 2024) requesting Edgars to respond to her email. However, they send her two SMS's (19 November 2024) that if she does not pay R683.44 (for her convenience?) that she will be handed over. This while she is still in a dispute about her account, getting ignored by Edgars on email, and being treated disrespectfully and unprofessionally.