RMCS / Edgars / Mobile Airtime

Good afternoon,

While paying my accounts at the start of Feb19 (7th to be precise), I noticed that the outstanding amount on my Edgars account is way more than the normal. Upon further investigation I noticed that I was charged for mobile services I didn't agree to. I tried phoning a call centre but because of answering machines I decided to rather go to the closest branch to speak to somebody in person. At your Tygervalley branch, I was assisted by a lady by the name of Roxanne Brauns. She advised me that she will forward my query ans request for cancellation of these mobile services to the applicable people which is what she did (I was copied on the request email). I would give her 5 stars as she wanted to help and resolve the issue.

I decided to follow up about the progress of the request this morning by return email to all parties Roxanne had sent the email. About an hour ago I was contacted by a certain Gaositwe Maswanganyi from a call centre in this regard who advised me that they can't refund the roughly R303.00 (can't remember exact amount) as she had listened to the recording of when these items were sold to me. I requested that a copy of the recording be sent to me, but was advised the she can't do that but that she can play it for me. This was done over the phone.

What I was played was a snippet of the complete telephone conversation where I was originally promised for free a 3GB of data. I never buy anything over the phone and would never have agreed to it had I known that there would be charges for it. To make matters worse, I do have data on my Telkom cellphone contract and have uncapped fibre at home and as such there is NO need for me to agree to this.

I would like to request a credit to be put through onto my account as the entire telephone conversation would have included the sections where I asked the original lady 2 or 3 times what the costs are after which I agreed. Never did I hear any costs when the lady was selling me the product. What is more concerning is that the same Gaositwe mentioned that there were other customers as well who complained that they didn't hear the costs. If the call's recording can be edited, can the cost not be inputted as well?

Please cancel the costs as the service was not used and neither was the app that I was only advised about today.

Kind regards Marius Immelman Acc: ********** ********** 31558

Ref: EDRF-190 ********** 975 Ref: EDRF-190 ********** 919