9 days and still my query has not been resolved by Edgars/ RCS Group

Dear Edgars and RCS Customer Service Team,

I am writing to formally lodge a complaint regarding a very frustrating and disappointing experience I had a week ago (last Thursday) at Edgars store in Galleria Mall Amanzimtoti. I visited the store to make a credit payment of R1000 into my Edgars store account as well as to purchase items to the value of R1500. After swiping my store card for the purchase, I immediately received an SMS confirming a successful transaction, along with a small receipt reflection the purchase amount which went through successfully. However, I was then informed by the consultant that there was a 'system error' which had allegedly inflated the purchase amount and that the transaction needed to be then reversed or cancelled. When we attempted to process the transaction again, it repeatedly declined with a "Do Not Honour" error message. The situation became increasingly frustrating due to the lack of clear communication and assistance as the store Supervisor was not helpful, in fact, she patronised me with a response that was uncalled for when I said that I was confused by her statement that the SMS confirmation that I received on my mobile phone was not proof enough of a successful transaction, as a customer - that is proof for me as it showed the deducted amount as well as the available credit balance amount thereof.

The consultant then contacted the call centre where I spoke to Ishmael who unfortunately did not resolve my query. I then requested to escalate the matter to a Team Leader (Marco) who initially refused to take my call, stating that he was in a meeting. When insisted to speak to someone higher, he (Marco) eventually engaged, he was dismissive, spoke over me and failed to provide any meaningful assistance. I was simply instructed to email proof of the transaction (above attached) with no expected turnaround time provided for resolution. This entire experience wasted my time, as I had specifically used my lunchbreak to visit the store early to avoid delays during peak hour/ busy operating times. More importantly, I urgently needed some of the purchased items for a function I am attending that evening, including a gift. I had to repurchase some of the items by cash which totally put me out of budget and caused alot of inconvenience thereof.

I am extremely dissatisfied with both the service received and the lack of urgency in resolving this matter as the only email i received was on Sent: Monday, 04 May 2026 12:26 We have opened a formal complaint under reference ACT-***-N7K4C7. We would like to inform you that the purchase transaction of R1500 is still pending on your account. Please note that this amount will only be reversed once the transaction has fully cleared. However, the payment of R1000 has been received and is reflecting on your account.

No further communication was received thereafter.

Regards, Bongiwe