Edgars - Bad Service & customer exploitation!!

Morné Pretorius Call ref: ********** 2146

I have been a loyal customer of Edgars for many many years, and have never skipped a payment. I have always trusted Edgars to be a ethical company to deal with. Because of this, I very rarely look at my statement but in the last two months I looked at my account to see what my outstanding balance was.

I then discovered on my statement that I am being charged a Cell phone insurance premium. I made a call to your customer call centre, and logged a query. Firstly the insurance was to be stopped immediately which subsequently happened, and secondly I requested for the premiums that I have been charged for incorrectly be reversed on my account. I have not received a call, e-mail or any kind of feedback on my query. I made another call today, and spoke to Khaya Kazi which kept me on the line for close to an hour without any resolution to my problem. The feedback I received was that I agreed to this insurance when I bought the phone from Edgars in 2013. Secondly I was told that I could have seen on my statements that I have been charged this amount, and could have queried it much earlier. Thirdly I was told that the premiums will not be reversed because I never cancelled the insurance. So, after I have been put on hold numerous times for minutes at a time I was told that the matter will be referred to a department that will investigate the matter and get back to me in 24-48 hours. I refused this offer as this is the second time that I am calling about the same problem so surely my query have already been to this so called department. I asked to talk to the call centre supervisor which I believe to be a Sihle Zulu, but after holding on for many more minutes I could never get to talk to this person as they are very busy. I then requested a copy of the original agreement to be e-mailed to me, indicating where I agreed to be paying this insurance for the rest of my life. I have not yet received this agreement, and I probably will never receive it either.

I expect formal feedback within 24 hours on this matter.

Thank you,

Morné Pretorius