Pathetic Service - Constant Contradicting Replies from Staff

I have been a loyal paying customer of Edgars for many years, to such an extent that in some instances I would still have a remaining balance on my account but due to payments made, no premium payable for certain months. In February I noticed a sudden increase in my premium and queried this with Edgars via email on Monday, the 14th of February 2022 and was notified by Lesley-ann that: Good Morning Ms PretoriusThank you for your email.We have received the payment made on 09.02.2022 of R100.00.Statements are generated from the 8th to the 11th and if your payment does not reflect on the current statement meaning that payment was not made by the 1st of the month if later it will be seen as a late payment and interest will be billed and therefore the payment will not reflect on the current statement.An alternative way to pay your account, which is quicker and easier, is a debit order. If you would like to set one up, feel free to call us on ***". Now this did not solve my problem, because I still wanted to know "why the sudden increase in premiums" because I did not purchase any goods that could validate the amount. Emails have been sent back and forth since then and on Saturday (16th April 2022) I received a call upon which I explained my frustration. The explanation given by the agent was that when RCS took over Edgars the option of 6 (six) months interest free diminished. However, I was never informed of this and in fact, even on the day when I made my last purchase (January 2022) I was even posed the question yet again by the cashier who assisted me (which payment option do I prefer and I stipulated 6 months interest free and there was a supervisor assisting the male cashier. Today I was informed via email that "From: *** <***> Sent: 19 April, 2022 2:58 PM To: Pretorius, Belinda <***> Subject: Edgars - *** - [External Email] ----------------------------------------------------------------------------------------------------------------------------------- CAUTION - EXTERNAL SENDER - Please be careful when opening links and attachments! FNB Cyber Security Office. ----------------------------------------------------------------------------------------------------------------------------------- Good Day, Thank you for your email. You were on a 6-month interest free plan until the account goes into arrears. Your budget plan then changes. We cannot reverse the interest charged on your account due to the arrears and change in the budget plan. Thank You.

Come on, what contradicting nonsense is this !!!!!!!!!!!!!!! Please take note that there is not even a signature with the email. And of course the account would have gone into arrears if this has been an ongoing query for two months, AND UNTIL TODAY, THE 19TH OF APRIL I AM STILL RECEIVING CONTRADICTING INFORMAION. I am not willing to be penalized for any arrears. I was given the 6 month interest free option in January upon making my last purchase, queried the increased instalment in February already and because of the contradicting feedback of Edgars, the matter stalled. I want to close my account ASAP. I don't want to be associated with Edgars by any means. Send me the settlement letter without the arrears as of January. According to the email I received today: I never was in arrears, seeing that my January instalment due was R106.00 and I still paid R300.00. Now Edgards cannot decide whether the increased statement was due because I was in arrears, WHICH I WAS NOT AT THE TIME, OR BECAUSE – ACCORDING TO TODAY’S EMAIL: “You were on a 6-month interest free plan until the account goes into arrears. Your budget plan then changes. We cannot reverse the interest charged on your account due to the arrears and change in the budget plan.”

Come on, this is no way to treat a client.

Please send me the settlement letter asap without the arrears that accumulated due to Edgars.