Builder store card

Subject: Formal Complaint Regarding Payment Misallocation and Poor Customer Service

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the handling of my recent payment to my RCS Builders Store Card account and the poor customer service I received when addressing this matter.

On 5 March 2025, I made a payment toward my RCS Builders Store Card at Atterbury Builders WH. Despite this, I have since received three separate threats from RCS regarding non-payment and potential handover for collection. Today, upon receiving the third threat, I contacted your customer service team in frustration and, regrettably, lost my temper due to the unprofessional manner in which my concerns were handled.

During my call, I found that your representatives were more concerned about informing me that the call was recorded rather than assisting me in resolving the issue. Additionally, I was disconnected from the call, which further exacerbated my frustration. On my third attempt, after finally sending my proof of payment once again, I was informed that my payment had been allocated to the incorrect account. Despite this being an error on RCS's part, I was made to feel as though I was to blame for this mistake.

Furthermore, your automated voice prompt system states that customers can rate the level of service after the call, but this option was not provided to me. I also explicitly requested, via email, a formal written apology from RCS acknowledging the error and notifying the credit bureau of your incompetence in handling my payment. However, I have yet to receive any confirmation or resolution regarding this request.

I demand the following actions be taken immediately:

A formal written apology from RCS acknowledging the payment misallocation and the distress caused.

A formal confirmation that my account has been corrected and that no negative reporting has been or will be made to the credit bureau due to RCS's error.

Assurance that my record remains in good standing without any penalties or adverse effects on my credit profile.

I expect a prompt response to this complaint and immediate rectification of the matter. Failure to address my concerns adequately may leave me with no choice but to escalate the issue further, including lodging a complaint with the relevant consumer protection authorities.

Please treat this matter with the urgency and professionalism it deserves. I look forward to your immediate response.