Jet and Edgars Airtime Helpline support is horrific to say the least... that is to say when they actually answer their damn phones...

A few months ago I bought some clothes at Edgars on my Edgars account (before buying the clothes I didn't owe any other money on the account).

I finished paying off the account in January for the clothes I bought a few months back and I now owe nothing on the account again, its clean (it's actually R1.37 in the positive).

In March, I checked my Edgars Statement on my email as I always do, just to make sure everything is still fine (even if I hadn't used the account again) and what do you know, they state that I owe R48.63 (Actually R50 if you take into account that I had positive R1.37). On the statement there are two charges which totals to this R50 (R48.63 minus R1.37) which I never signed up for! These charges are called: - SMS AIR SUBSCRI (R25) - AIRTIME/DATA SUBSCRIPTION FEE (R25)

Last week Thursday (29th) I phoned them ( ********** ) and after trying to call them twice and holding on the line for about 10 minutes at a time, they finally answer. I explained to them that I never signed up for these services but yet I am being charged for them (and it looks like a monthly thing, not a once off). The lady I spoke to asked for my account details etc. etc. and then proceeded to put me on hold for another almost 10 minutes, she finally comes back to me and says that she has put through the request to some other department who will remove the services from my account and also reimburse me the money that I paid (I hadn't paid it yet so they wouldn't have to reimburse me, they would only have to remove the services from my account). I always paid it manually (on time), not with a debit order. She told me that the services would be reverted and charges reversed within 24 to 48 hours. She gave me my reference number and that was that, I'd now wait for the confirmation that it had been cancelled/reverted.

I understand this weekend was a long weekend, but today is Wednesday, that's 2 business day's excluding the day on which I called them, which has passed and guess what, this morning I get an sms from my bank stating that R48 had been deducted from my account (automatically!) with reference "Edgars_myaccount#". I have now tried to call them 5 times today to follow up and to ask why they deducted the money if I already called them to cancel it. Each time I called, I waiting on the line between 3 and 10 minutes and no one answers, all I get is an automated voice stating "Calls are recorded, yada yada yada" and then all I get is annoying music that goes on and on and on. At first I waited 10 minutes then I gave up, tried again, and each time I waited less and less on the line because it is wasting my airtime calling so much.

How am I supposed to get this sorted out if they never answer their phones. The least they can do is indicate whether they have high volume calls and indicate how far you are in the call waiting line...

I'm getting really fed up and I swear I'll close the damn account if they don't sort this out soon.