Edgars added Mobile Vault without permission and won't refund it

The following is my submission to ICASA as I have had no helpful response from Edgars after 3 months of phone calls, emails and SMS's.

I purchased a cell phone through Edgars some time ago. This year, on my statements I found a reference to 'Mobile Vault' and a corresponding Fee of R49 per month. When I enquired what this fee was for, in October of this year, I received a series of SMSs: 4 October 2021: EDCP-*** "Your CancelProduct call has been logged" - Only I never asked to cancel it, I asked what it was and why I was being charged. then another SMS 4 October 2021:EDCP-*** "Your CancelProduct call has been logged" and then ANOTHER SMS 4 October 2021:EDCP-*** "Your CancelProduct call has been logged" And then 5 October 2021: EDCP-*** "Your subscription has been cancelled" And also 5 October 2021:EDCP-*** "Your subscription has been cancelled" And also, one for each of these refernces above: 5 October 2021:EDCP-*** "Your subscription has been cancelled" Then 5 October 2021: "your aritime policy on EDC*** has been cancelled with effect 5 October. For enquiries call IUA ..." Then 11 October 2021: EDCP-*** "Your CancelProduct call has been logged" and then, and this was hopeful 11 October 2011: EDRF-*** "Your refund call has been logged."

I have sent repeated emails to Edgars with no helpful response apart from asking me my name and ID number, over and over again.

I do not want to endure the call center again as on 3 occasions after long holds, I am cut off with no resolution.

And inspite of all of these SMSs, no refund has been forthcoming and teh item is still appearing on my account.

When I followed a few phone calls and numbers around, I went from Edgars, to phoning Hollard, to being refered to IUA and then to Blue Label. When I spoke to someone at Blue Label I was told: that all calls were recorded that the item would have been purchased by me over the phone (which I would never have done) and that they had been hired by Edgars to handle these calls becuase there were so many complaints.

In fact the woman on the phone asked me if my enquiry was about "Mobile Vault" as soon as I said Edgars.

The resolution I am looking for: An apology from Edgars for wasting my time An explanation from Edgars why they are **********ly adding items to accounts

But in the real world, I would at least expect an actual refund of all of these amounts debited from my account, as well as confirmation that is it actually cancelled now.