1 reviews | Active since Oct 2016
Signing agreement for additional charges under false pretences
<p>I’ve been an Edgars client for more than 20 years and always had my account well managed and payed up. So have to say that I’m exceptionally disappointed in the Edcon group with their response to an account query and their lack of assistance and service to a long standing client. Clearly the group seems to be doing so well that resolving issues on an individual level is of no concern. </p> <p> </p> <p>On my last few visits to the store at Hemmingways in East London I have been asked if I would accept the new service charges agreement on my account. Every time I have declined. On my last visit I was asked the same question as well as if I would like a limit increase to which I declined both again, and sign on the Wacom for my purchase and what I was told was declining the limit increase. Unfortunately, as we know the Wacom pad you are asked to sign on does not display the content of what you signing so much to my surprise, my statement arrives only to find that the services charges have been included. </p> <p> </p> <p>I emailed the accounts department querying this new service charges which I know I declined instore only to be sent a copy of my signature agreeing to the new terms. In an effort to resolve this, I called the accounts Edgars department and must say I was very disappointed with the response. I explained that I have always declined these changes to my original T&C on the account and was under the pretence that I was signing for the purchase I made and nothing else. What came next astounded me. The accounts supervisor informed me that they could query it but wouldn’t change much as it’s my word against the stores. I was informed that the service fees are irreversible.</p> <p> </p> <p>Mistakes happen and had this been resolved I would have seen it as nothing but a minor inconvenience, but sadly it was not. Just another case of a big power group pushing their way and not caring about the individual shopper. Sad, very sad…..</p> <p> </p> <p>So in the end I have been forced I have closed my account as I’m not willing to pay service charges on an account the is mostly paid up. </p> <p> </p>
We have received your concerns and apologise for the inconvenience caused by the matter. Please note that the service fee will not be levied to your account without your authorisation. Although it has become necessary to charge a service fee, we have taken the plight of our customers into consideration and discounted this fee to R22.80 per month which equates to R273.60 yearly as opposed to the prescribed maximum fee of R60 allowed per month by the NCA (R720 yearly) .As noted within the letter , your consent will be required when next purchasing in store and should you wish to decline the implementation of the service fee, Edcon reserves the right to action your account accordingly. You have been a longstanding customer and we thank you for your patronage and hope that you will continue to be part of the Edcon family.
Kind regards,
Customer Experience Team
Call Centre: ***.
We have received your concerns and apologise for the inconvenience caused by the matter. Please note that the service fee will not be levied to your account without your authorisation. Although it has become necessary to charge a service fee, we have taken the plight of our customers into consideration and discounted this fee to R22.80 per month which equates to R273.60 yearly as opposed to the prescribed maximum fee of R60 allowed per month by the NCA (R720 yearly) .As noted within the letter , your consent will be required when next purchasing in store and should you wish to decline the implementation of the service fee, Edcon reserves the right to action your account accordingly. You have been a longstanding customer and we thank you for your patronage and hope that you will continue to be part of the Edcon family.
Kind regards,
Customer Experience Team
Call Centre: ***.