GAME STORE - ACCOUNT PUTTED UNDER ARREARS BECAUSE OF ********** PURCHASES - CREDIT RECORD AFFECTED - USELESS ***** INVESTIGATOR

Hi. On the 7th October 2019, i sent an email to dispute two ********** purchase transactions against my GAME account which were done on the 7th October 2019, total R1706.72. I was told to wait 21 days and that the case will be assigned to a specific investigator. I received a statement with a new increased balance and installment which was as a result of the ********** purchases, so i called GAME again to inquire about this because i was willing to pay for something i did not authorize against my account.

The consultant told me to pay the installment which was due prior to the ********** purchases and i did just that. On the 4th November 2019, i paid my normal installment of R300.00 towards my GAME account EFT payment as i normally did. I receive an SMS reminder stating that my installment is still due, and i ignored it because my installment was already paid.

TO MY SURPRISE, i then receive an email from RCS collections on the 12th November 2019 asking my to bring my GAME account up to date. Now i do not know how did it come to this, i am so furious because my credit credit record has affected because GAME. I do not know how do you put my account into arrears knowing very well that you asked me pay my normal installment while the case was being investigated.

I waited for almost a month and a half with no communication even heard or anything from the person who was assigned to the case, so i decided to call the ***** department last week. There were a couple of consultant that i spoke to, which told me that the case was concluded on the 8th November 2019 but the investigator never, not even once gave me any call, formal feedback from her until i started running after her. I was always told she is not at her desk or office and consultant have been sending her emails but still heard nothing from her. I do not know her name, surely you can pick up who was assigned to the ***** Case.

She never bothered with anything, at all. The case has been concluded but i had to call to find out. No other details were shared, i do not know how the transactions were even made against my account. Is not my right to know this?

On the 17th November 2019, about around 8:00am, i receive a call from a lady, from the ***** or dispute department. I asked her how does my account end up in arrears, and she gets agitated, she accuse me of yelling at her, i asked for her details, and immediately drops the calls in my ear after i asked for her details. I require this specific person and call to be traced, i gave the date and time of the call because she her behavior was *********** and acted in an professional manner, are you allowing your consultants to drop calls any person in your call center? Under which circumstances? I urge you to listen to the call recording and bring me back your answer, this person needs to be disciplined, and she was very rude, speaking on top of my voice and she was basically fighting with me. I think she was the investigator, but you have the all details to verify that.

Yesterday i received an outcome letter Kashiefa Gordon from RCS (It could be the same person) which was addressed to the incorrect person. It said "Dear Mrs Nonnhlanhla Ngidi...." sent to my email. I do not know who this person is, and i responded to the email highlighting this concern.

The letter does not give me any details as to how the actual purchases were transacted without any form of identify and without my authorization. I need to know from GAME, how was my account compromised. I have a right to know of the actual details of how were these purchases authorized.

The letter stated the credit bureau was told to update my credit record, it does not tell my when should i expect that to be done as i need formal proof stating that my credit record has been rectified. You have affected my credit record and i do not know how long to wait for all of this to be done.

Can you please take this complaint very urgently as my credit record has been messed up and by your own fault and kindly address all the concerns mentioned on this complaint.