Harassment For Payment of a Purchase Not Made By Account Holder!

I am extremely frustrated with Edgars' terrible service and lack of customer support - The way in which they are treating my Mother, who has been a loyal customer and model account holder for about 30 years, is unacceptable.

My Mother (an elderly, sickly woman) has been receiving regular daily phone calls from Edgars since September harassing her for payment of an outstanding amount on her account, which she could not understand, as her payments have always been up-to-date and she has not made a purchase on the account in quite at least a year.

After receiving an account via email in September, it was determined that the reason for this "outstanding" amount was due to a purchase to the value of made on the 13th of August 2020. This purchase is listed as a "Budget Transaction".

There is no way in any universe that my Mom made this purchase, because: 1. On the 13th August 2020, my Mother was at her flat under lockdown which was enforced by the retirement home where she lives. 2, The only way my Mom could ever get to an Edgars store would be by means of weekly transport to the malls provided by the retirement home - However, this transport service was not available in August, as everyone in the retirement home was under strict lockdown for their safety. 3. The 13th of August 2020 was a Thursday, which is my Mother's designated washing day as per the retirement home's social distancing schedule. So, even if she had the opportunity to go to the shops on that day (which she did not) she would never ever go anywhere on the same day as she does her washing (she is quite frail and cannot manage both in one day). 4. My Mother never purchases anything from Edgars on "Budget". If she makes a purchase at Edgars, it is always over 6-months, zero interest.

This outstanding amount has stressed my Mom out so much that, when the retirement home transport to the malls became available again in October, my Mother immediately went in to Edgars customer service department at the Edgars store at Walmer Park, where the consultant said that they could not help her. They did, however, phone their head office who then indicated that all outstanding amounts have been reflected on this account as a "purchase" on on the 13th August. This makes ZERO sense to me as it clearly states "Purchase" and "Budget 20M". My mother left it as that, as she could not deal with the stress and the pain she was in at the time. So she went home with the issue unresolved and Edgars still calling her for their money.

The very next day they let my Mother know that they didn't charge her interest last month (apparently they somehow forgot to do so) and that her next bill would be double the amount. This in itself just highlights to me the lack of accuracy and care present within their accounts department - which is no doubt the reason we have this false transaction reflecting on my Mother's account.

I then sent an email to their customer support email address in an attempt to resolve the issue, but receive no response. I sent the email a second time, and still no response.

Eventually, in an attempt to stop the calls and give my Mom some peace and quite, I paid the full amount owing according to the last statement (this was last week). Despite that, my Mom has continued to receive phone calls over the past week and yesterday receive a Statement from Edgars indicating that she now owes them R70, part of which is for "Collections Letter Fee" and Collections SMS Fee". What the AF!?

My Mother has had an Edgars account for decades - almost as long as I've been alive - and this issue has caused her a great deal of anxiety.

To Edgars Management: 1. On principle, we will NOT pay for your Collections Fees! 2. We DEMAND a CASH REIMBUR*****T to the value of the Budget Purchase made on the 13th August 2020. 3. We DEMAND that my Mother's Edgars Account be closed with immediate effect.