UNAUTHORIZED SERVICE FEE AND PATHETIC CUSTOMER SERVICE

<p> I am disgusted by Edgars ********** charge of the R 22.80 service fees. Firstly, i have 2 Edgars accounts. One on my name and a dual card on my husband’s name. In July this year i was so disappointed at the new service fee that was introduced without consulting existing clients so i cleared both accounts and decided to close both accounts. When i went to customer service to close my accounts, they asked me to please hold off on this since nobody was charged as yet and they were still deciding whether to go ahead or not, so i held off closing the accounts. About 3 months ago i decided to check and was informed by the supervisor at Mall of Africa that you will be asked to accept or decline the fees, and should you decline then you will not be charged. I then proceeded to make a purchase on both accounts making sure i denied the service charge before the each purchase. I was assured by the supervisor that it is ******* to charge me if i denied the fees. At the end of the month i received both statements for each account. I was shocked when i saw the statements, my statement did not have any service fees, while my husband’s account was charged. Not only was he charged for the month, but also for a few days from the previous month. We then proceeded to call customer service on 17-08-2016 reference –Busiswe, she assured my husband after he made it very clear and she agreed, that he did not give consent to be charged the extra fee, someone will get back to him in 48-72 hours. Receiving no feedback he called again on 17-08-2015 and spoke to Amanda reference – ********** 16, who also confirmed that he did not accept the service fee. She told him it will take 2 weeks to sort out. Still receiving no feedback, on the 18-09-2016 he called back and spoke to Amanda again and she then told him she will get someone to call him. He made it very clear that should this fee not be reversed, he wants his account closed! She assured him she will get someone to attend to it ASAP. After a month of not receiving any feedback, he called again last week on 20-10-2016. Same story, no feedbac**** To date, nothing has been done neither has any of his calls been returned.</p> <p> </p> <p>It seems that Edgars is lying to customers and continuing to charge them without their consent. This is ******* as well as **********. My husband made it very clear that he did not authorise this charge and refuses to pay for it, however they continue to charge him every month. We are sick and tired of calling when absolutely nothing is being done to rectify this error and improper charge. I would like to state that if these charges are not reversed and correctly rectified to not charging this fee monthly, i will not only close my husband’s account, but mine as well (even though I am not being charged a service fee, I will not accept this injustice on my husband’s account). His account has been active and up to date for 20 years, we are disgusted at the lack of appreciation for all the business he has given you’ll over the years. Not once has he defaulted with payment! I don’t appreciate this horrific injustice imposed on us when we are such valuable customers. Have a look at our accounts and decide whether you wish to lose my business as well as his. I am definitely not willing to keep my account open if this pathetic charge is not reversed on my husband’s account! I would hope you could realize that losing such valuable customers is a huge waste of valuable income for Edgars. If you continue on this path, you will be losing millions of customers that you have taken years to acquire, good customers that pay timeously only to get a whole new set of new customers who have no previous experience with you’ll and undoubtedly they will default with payment and you will end up in more debt that you are already in. Be wise and realize that the customer you already have for years and years are worth it and deserve better from Edgars!!!</p> <p> </p> <p>I expect a call to my husband first thing Monday morning to resolve this ********** charges.</p>