Sim Swap Nightmare with RMCS/Edgars - ********** Customer Service

I have been a loyal Edgars Account holder for the past 16 years - however my experience with the Edgars mobile services through their vendor, Retail Mobile Credit Specialist (RMCS) has left me angry and utterly disappointed and as a result I will be cancelling my Edgars account soon.

I am appalled that a retail institution of Edgars standing could partner with a joke of a company such as RMCS. Just visit the RMCS page to look at the volume of Edgars customer complaints - believe me, you will continue to lose more customers by partnering with this company! Do not direct me to contact RMCS as they are useless and you charge me for the service monthly.

This fiasco started some time in 2016 when I received a simple SMS offering monthly Vodacom airtime at a discounted rate - regrettably I rep**** 'Yes' to the offer. A few months later after contacting Vodacom to load a data bundle - I was told that they could not assist me, my pre-paid number was no longer with Vodacom and I was under contract with RMCS. This was the first, I heard that my number was taken over by RMCS and I was in a contract with them.

The real problems began when I attempted to do sim swap in June 2018. I eventually found out that I needed an authorisation letter to get a new sim from Vodacom which I received in July 2018. I then contacted RMCS to be activate the swap to the new sim card on the 02 August 2018. The sim card was not connected even though I had received a call from RMCS to confirm the sim swap was activated two days later.

After several visits to the Edgars instore mobile desk and telephone calls to the call centre, the RMCS agent advised they would need to log a new Service Disruption request to resolve my issue and I would be contacted within 48 hours to confirm this. I waited several days and there was no contact.

Fast forward, numerous telephone calls to RMCS and 3 further service disruption Calls being logged, I am still waiting to be contacted by RMCS to confirm my request. They tell me each time that someone has attempted to contact me but could not get a hold of me. I have received no missed calls or voice mail messages at the times they state to back this up.

I tried escalating the complaint on 2 occasions however the calls were dropped while being transferred t a Manager. I was also told it would be better to wait for the sim swap to e completed before cancelling to avoid ''delays'.

Subsequently I contacted them two weeks ago to cancel the bogus contract all together, so I could port my number back to Vodacom to assist me with the sim swap.

Again, I am yet to be contacted by this joke of a business while being promptly charged monthly for the unusable airtime by Edgars.

I will be lodging this complaint with the Ombudsman and every other consumer protection/customer service body to highlight the ******** transferring of my number to RMCS and the unacceptable, pathetic and laughable customer service received.

Cancellation Tickets logged with RMCS- Ref No: ********** 824468 (November 2018)

Service Disruptions Tickets logged with RMCS - Ref no: ********** 698015 (20/08/2018) / Ref no: ********** 709553 (27/08/2018)

The least Edgars can do is refund my monthly air time charges for the period that I have been charged for a service I cannot use due to RMCS incompetence.

I want my sim swap sorted out between Edgars and RMCS.