EDGARS Clearwater Mall/ Finrite NON EXISTING SERVICE

It is with complete dismay and disgust that I FORMALLY REPORT Edcon head office, Edgars Clearwater Mall, Finrite Insurers.

With reference to a cell phone claim for Mrs T.A ERASMUS that was ****** by means of forcible entry on the 19 March 2018.

EDGARS CLEAR WATER MALL: I very specifically refer to my branch visit where I had to drive all the way from Krugersdorp to the Clearwater Mall branch on the 25 of March 2018, were the phone was purchased and this based on the internal Edgars policies that NO OTHER EDGARS BRANCH WANT TO assist you and direct you back the branch where the original purchase was made AND THIS BECAUSE YOUR SALES STAFF of other branches DID NOT GET ANY SALES COMMISSION!! This exercise, my time, cost and inconvenience off course. I would like to ask the EDCON GROUP, SHOULD I GET ON A PLAIN TO CAPETOWN MY COST TO IF THE PHONE WAS PURCHASED IN ANOTHER PROVINCE??????

Secondly on submitting the claim after complying with this inconvenience and cost of driving out to the branch I was assisted by Edgars staff members in Clearwater Mall, that clearly had no claims or insurance experience and was not forthcoming to any procedural questions pertaining to this claim and or waiting periods in order for this claim to be finalized. In submitting the claim a complete copy of the full police file was submitted with the official claim , only to receive a call back from Edgars Clearwater branch that the the documentation supp**** (original scanned copies )was to dark to read and had to email the originals. The same branch supp**** me with a Clearwater email address and received a error mail message as your Clearwater staff supp**** me with the incorrect email address!! How can you have staff working for you if they do not even know the basics of communication and supplying incorrect email addresses??????

Thirdly, by problem solving and urgently trying get the original scanned police files through to the branch, I emailed EDCON Headoffice Customer Services and received a 48 hours response notification that my request for the correct Edgars Clearwater email address will be entertained.

AS YET 168 HOURS LATER, EDCON HEADOFFICE CUSTOMER SERVICES did not even have the basic curtsy to either email or contact me back. IS THIS THE TYPE OF EXAMPLE EDCON HEADOFFICE IS SETTING AS STANDARD, no wonder the service at branch level is far below standard.

Subsequently you customer was forced to go to his nearest Edgars branch, Keywest Krugersdorp to try and resolve your incorrect email addresses and was supp**** with the store manager, assistant manager and cell phone department manager email addresses direclty of your edgars system, only to receive returned emails YET AGAIN!!!

YET AGAIN YOUR CUSTOMER HAD TO DRIVE OUT TO THE RELEVANT BRANCH CLEARWATER HIS TIME AND COST and on inquiry of the status of the claim to establish that the claim was not received by the FINRITE INSURANCE or even more shocking that the claim was not even registered on the EDGARS INTERNAL SYSTEM!????????

NO HOW MORE *********** DO YOU WANT TO GET?????? A formal complaint was lodged with the assistant STORE Manager Edgars Clearwater where I urged all parties concerned to the seriousness and urgency off this claim to be finalized

I insisted on FINRITE INSURERS email address based and subsequently mailed the same original police file as received by myself only to receive feedback that Edgars and FINRITE insist on color copies!!!???????????

May I remind all parties that it is not my responsibility to supply color copies and even more so how do expect your customer to make color copies at the South African Police Station, when that same Police station does not even have paper or cartridges to print or do you expect me to go and buy a color copier to supply to your ridiculous requests.

As yet, THIS MATTER IS NOT RESOLVED, FINRITE INSURERS CLAIMS DEPARTMENT HAVE NOT TAKE THE TIME 5 DAYS DOWN THE LINE TO EVEN CONFIRM RECEIPT OF MY DIRECT EMAIL.

Conclusively, both EDGARS CLEARWATER AND FINRITE INSURERS LEAVE MY NO FURTHER OPTION TO FORMALLY FINALIZE THIS CLAIM WITH HASTE, OR I WILL HAVE NO ALTERNATIVE TO REFER THE MATTER TO THE OMBUDSMAN to urgently resolve.

It is completely unacceptable and a disgrace that a loyal EDGARS customer for more than 40 years that have diligently paid their account must be put in this type of situation where her personal safety is being compromised with no communication.