Ignored Emails, Rude Staff & Unfair Decline – RCS Complaint

I wait for the outcome

On Saturday 18 April at 18.19 I sent a huge email with
All private information and attached statements etc .

To ***

So focus on that email also . Ashereen told that it’s not her business but an other department Wich one ???????


After even more emails never got an answer !

Good day,

Thank you for your response dated 21 April 2026.

I would like to kindly follow up and ask whether there has been any progress regarding the feedback on my query. As this matter is time-sensitive on my side, I would appreciate an update on the current status and expected turnaround time.

I look forward to your response.

Kind regards,
Franciscus Koemans

As I shared very personal information.

Good day,

Thank you for your response.

However, I note that your email states feedback will be provided on Monday, 20/04/2026. This date has already passed, and today is 22 April 2026. The next Monday would be 27/04/2026. This creates uncer*****y as to whether my complaint is being properly attended to.

Given that this matter involves sensitive personal information, this level of inaccuracy is concerning.

I hereby request:
• Immediate confirmation that my complaint is actively being handled
• The correct and confirmed date by which I will receive feedback

Please note that if I do not receive clear and timely feedback, I will have no option but to escalate this matter further to the relevant regulatory and ombudsman bodies.

I trust this will receive your urgent attention.

Kind regards,
Franciscus Koemans

Good day,

After the complaint I received a email , unfortunately I can’t find it anywhere. Just to stay connected concerning my complaint against RCS pay off department.


Kindly update when it’s suits you .


Regards ,

Me Koemans

Good day,


Thank you for acknowledging receipt of my complaint and for escalating the matter to the relevant department.


I note your feedback date of 28 April 2026.


Kindly ensure that the outcome and any further correspondence are sent to me via email, as this is my preferred method of communication.


Thank you for your assistance, and I await your update.


Kind regards,


Mr Franciscus Koemans

Good day,

As promised, I expect a detailed email before close of business today concerning my complaint.

Kind regards,

Mr Koemans

28-4-2026

Good day,

I refer to your previous correspondence confirming that I would receive further feedback regarding my complaint on Tuesday, 28 April 2026.

As it is now 16:35 and no response has been received, I must express my serious concern regarding the failure to honour the committed timeline provided to me.

I have acted in good faith and expected the promised detailed feedback by today. The absence of any communication, update, or explanation is unacceptable, particularly given the nature of the complaint and the assurance that feedback would be provided.

I therefore request that a full and detailed response be sent to me urgently before close of business today, including:

• The outcome of your investigation
• The status of my complaint
• The actions being taken to resolve the matter
• Clear timelines for final resolution, if still outstanding

Please note that I take this matter very seriously and expect your immediate attention.

Kind regards,

Mr Koemans
28 April

Good day,

Thank you for your email.

Let me state this clearly: I specifically requested that all communication regarding this complaint be handled via email. Despite this, I received a phone call late in the day. I do not accept telephonic updates in this matter, especially where no substantial information was provided.

During the call, I was only asked whether I had spoken to the manager of the Pay Off Department. Yes, I did speak with her, and her unwillingness to properly assist me is one of the main reasons this complaint was lodged in the first place.

I also require answers regarding the detailed emails and supporting information I previously sent multiple times to the email addresses provided by RCS. Where are those emails, who reviewed them, and how were they handled internally? This is relevant from both a service and POPIA compliance perspective.

You advised the matter has been escalated to supervisors. Escalated for what purpose, and what action has followed? I specifically want management to address why the manager concerned refused to assist despite being aware of the full email package already submitted.

Please also note it took multiple calls from my side before I was finally able to speak to that manager.

I expect this investigation to be handled properly and without unnecessary delay. I am an honest customer of RCS, and language such as “not fitting in” is unacceptable if used in reference to me.

Let me be clear going forward:

1. I will communicate only via email.
2. Do not call me again regarding this matter.
3. Please review the voice recording of the call between myself and the manager.
4. Provide a detailed written response addressing every issue raised.

If this matter is not properly resolved, I will escalate it further to a higher level. I trust I have made my position clear. Kind regards,
Mr. Koemans

Good day,

I am following up on my previous correspondence regarding my complaint.

Despite my detailed submission already having been received, I have not yet been provided with a substantive update on the status of the investigation.

I therefore require a formal written update.

For clarity, I require the following information:

• Confirmation that all submitted emails and supporting documentation have been located, logged, and fully reviewed
• A detailed update on the current status of the investigation and any findings to date
• Confirmation of what actions have been taken following escalation to management
• The name or designation of the person currently responsible for handling this matter
• A clear timeline for final resolution

Please also note that I have previously instructed that all communication be conducted strictly via email. This instruction must be adhered to going forward. I require a full written response no later than close of business on Wednesday, 6 May 2026. Kindly also acknowledge receipt of this email in writing. If I do not receive a proper response within this timeframe, I will proceed with further escalation through the appropriate regulatory and oversight channels. Kind regards,
Mr. Koemans

Subject: FINAL URGENT FOLLOW-UP AND FORMAL ESCALATION – OUTSTANDING COMPLAINT RESPONSE REQUIRED

Good day,

I am writing to formally escalate and consolidate my ongoing complaint regarding the handling of my application, the lack of transparency in the decision process, and the continued failure to provide a substantive response from RCS.

Despite my initial complaint and multiple follow-ups, I have still not received a proper written explanation or meaningful update addressing the matters raised.

1. ORIGINAL COMPLAINT SUMMARY

My initial complaint related to:

• A declined application based on “internal policy” without explanation
• Lack of transparency regarding the decision-making process
• No response to multiple emails containing supporting documentation
• Unprofessional and dismissive telephonic interaction with your representative (Asheeren), who failed to provide assistance or escalation guidance
• Failure to direct me to the correct department despite repeated attempts

I specifically requested:

• A proper explanation for the decline decision
• Confirmation of the correct department responsible for handling my case
• Feedback on all submitted documentation
• Formal and professional resolution of the matter

To date, none of these requests have been adequately addressed. 2. FOLLOW-UP CORRESPONDENCE (02 MAY 2026) In my follow-up email, I formally requested the following:

• Confirmation that all submitted emails and supporting documentation have been located, logged, and fully reviewed
• A detailed update on the current status of the investigation and any findings to date
• Confirmation of what actions have been taken following escalation to management
• The name or designation of the person currently responsible for handling this matter
• A clear timeline for final resolution

I also clearly instructed that:

• All communication must be conducted strictly via email
• Written acknowledgment of receipt must be provided
• A full written response must be issued no later than close of business on Wednesday, 6 May 2026

No such response has been received to date. 3. CURRENT CONTEXT Since submitting my complaint, I have also been approved for a credit facility with a limit of R27,512 through PayJustNow. While this approval confirms that I meet affordability and credit risk requirements within alternative credit assessment systems, it further highlights inconsistency and lack of transparency in the handling of my RCS application and decision process. 4. OUTSTANDING CONCERNS At this stage, I am still awaiting:

• Any formal explanation for the decline decision
• Any acknowledgement or review outcome of my submitted documents
• Any confirmation that my complaint has been properly escalated and investigated
• Any meaningful communication from the correct department
• Any indication that my case has been handled in a structured and accountable manner

5. DEADLINE NOTICE Please note that I explicitly requested a full written response by close of business on Wednesday, 6 May 2026. This deadline is now imminent, and I have still not received the required response. 6. FINAL FORMAL REQUEST I hereby again request, without further delay:

• A full written response addressing all points raised in both my original complaint and follow-up correspondence
• A clear and detailed explanation for the decline decision
• Confirmation that all submitted documentation and emails have been properly logged and reviewed
• Identification of the responsible department and case handler currently managing this matter
• A clear and final timeline for resolution

If I do not receive a complete and satisfactory response by the stated deadline, I will proceed with formal escalation through the appropriate regulatory and oversight channels without further notice. I expect this matter to now be treated as urgent and resolved in accordance with proper complaint handling and regulatory standards. Kind regards,
Mr. Koemans


And a refund I requested of double payment takes 7-14 days ( again a rude lady when I called about that .

And again


“Despite a clear written instruction that all communication be conducted via email only, I was contacted telephonically, contrary to my stated preference.

Title: Formal Complaint – RCS: Lack of Transparency, Poor Service, and Non-Compliant Complaint Handling

I am posting this as a final escalation after multiple failed attempts to resolve my complaint directly with RCS.

Summary of Issues:

I submitted a formal complaint regarding:

• A declined application based on vague “internal policy” with no explanation provided
• Complete lack of transparency in the decision-making process
• Multiple emails with supporting documentation ignored
• An unprofessional and dismissive interaction with a consultant (Asheeren), who failed to assist or escalate the matter
• Failure to direct me to the correct department despite repeated requests

Follow-Up and Continued Failures: On 2 May 2026, I sent a detailed follow-up requesting:

• Confirmation that my documents were received and reviewed
• A status update on the investigation
• Details of escalation to management
• The name of the responsible case handler
• A clear resolution timeline

I also clearly instructed that:

• All communication must be via email only
• A full written response must be provided by 6 May 2026 (COB)

What did I receive?
On 4 May 2026, I received a generic acknowledgment only, stating the matter was “escalated” — with:

• No answers
• No reference number
• No accountability
• No timeline
• No engagement with the actual complaint

To make matters worse, my instruction for email-only communication was ignored, and I was contacted telephonically again. Additional Concern:
I also raised a separate issue regarding a duplicate payment refund, where I was told it would take 7–14 working days. This was communicated during another rude and unprofessional call, and no proper written confirmation or update has been provided. Why this is a serious concern:
This is not just poor service — it reflects:

• Lack of transparency
• Poor internal communication
• عدم accountability
• Failure to follow basic complaint-handling standards

Important Context:
I have since been approved for a credit facility elsewhere, which raises further questions about the inconsistency and lack of clarity in RCS’s decision-making process. Current Status:
As of today, I am still waiting for:

• A clear explanation for the decline
• Confirmation that my documents were reviewed
• Any meaningful response from the correct department
• A proper update on my refund

Next Steps:
If I do not receive a full and proper response by 6 May 2026, I will proceed with formal escalation through the appropriate regulatory channels. Final Note:
I expected professional handling of a straightforward complaint. Instead, I have been met with delays, generic responses, and poor service throughout. I hope this post prompts urgent and proper attention to this matter.

Update – 6 May 2026 (Pre-COB Reminder)

Following my original complaint dated 4 May 2026, I note that the requested deadline for a full written response is today (6 May 2026, COB).

As RCS Group has already acknowledged this matter, I expect a complete and substantive response within the agreed timeframe.

This includes:

• A clear explanation of the application outcome
• Confirmation of document review
• Case reference number and assigned handler
• Feedback on the refund query
• A defined resolution timeline

I trust this will be addressed before close of business today to avoid further escalation.

Update – 6 May 2026 (Post-COB Escalation)

As of close of business today (6 May 2026), RCS Group has failed to provide any substantive response to my formal complaint, despite acknowledgment on 4 May 2026 and a clearly communicated deadline.

The only response received remains a generic acknowledgment stating the matter was “escalated,” with no further engagement or resolution.

To date, the following remain outstanding:

• A clear and transparent explanation for the application outcome
• Confirmation that submitted supporting documents were received and reviewed
• Allocation of a case reference number and responsible case handler
• A formal update regarding the duplicate payment refund
• A defined and communicated resolution timeline

Furthermore, my explicit instruction for all communication to be conducted via email has been disregarded. This conduct constitutes a failure in basic complaint-handling standards, including lack of transparency, absence of accountability, and failure to provide timely and meaningful feedback. As a result, this matter is now being formally escalated for non-compliant complaint handling. A supplementary submission will be made to the appropriate regulatory authority. I remain available to receive a full and proper written response via email without further delay.

Dear Hellopeter Management Team,This email serves as a final formal demand following my repeated attempts to receive an acknowledgement of my complaint submitted via your platform and your dedicated complaint email address.To date, your team has failed to provide a reference number, a confirmation of receipt, or any communication timeline. As a platform that facilitates consumer disputes—particularly those involving NCR-regulated entities—your persistent silence and lack of accountability are unacceptable.This lack of engagement is now actively obstructing the resolution of an urgent matter regarding RCS Group. Your failure to log this complaint prevents proper tracking and violates the transparency standards expected in the South African consumer protection landscape.I hereby demand the following within 24 hours (by Close of Business tomorrow):

1. Immediate written acknowledgement of my complaint.
2. A formal case/reference number for all future tracking.
3. Confirmation that this matter has been escalated to your internal compliance or senior management team.
4. A clear timeline for when I can expect a substantive response.

Should you fail to respond to this final demand within the stipulated 24-hour timeframe, I will proceed with a formal complaint against Hellopeter (Pty) Ltd via the National Consumer Commission (NCC) for failure to provide adequate service. Furthermore, I will notify the National Credit Regulator (NCR) regarding your platform's failure to effectively facilitate the dispute process.I trust you will treat this with the urgency it requires to avoid further regulatory escalation.Regards,Franciscus Johannes Koemans
Phone: ***

Good day,

Thank you for your acknowledgement.

Please take note that I require all further communication regarding this matter to be conducted strictly via email only.

I do not consent to telephonic communication or phone calls in relation to this complaint.

I await your substantive written feedback on Monday, 11 May 2026, as indicated.

Regards,
Franciscus Johannes Koemans

Subject: URGENT: Overdue Complaint Response – Promised Feedback for 11 May 2026

Good day,

I refer to your previous written communication confirming that I would receive substantive feedback on my complaint by 11 May 2026.

As of today, your latest response does not contain any substantive feedback, findings, or resolution. It is a repeated acknowledgment and escalation notice, which does not address the complaint or meet the commitment already made.

This is now becoming unacceptable. A clear deadline was provided by your own team, and it has not been honoured. I require proper written feedback on the matter as previously indicated, including:

• The outcome of your investigation
• The rationale for your decision
• The final position of RCS regarding my complaint

Please treat this as urgent. I expect a full and substantive response without further delay. I am now done with RCS promises and repeated delays. Regards,
Franciscus Johannes Koemans

FORMAL ESCALATION – Failure to Honour Complaint Response Commitment




Good evening,

I refer to your written undertaking that substantive feedback on my complaint would be provided on 11 May 2026.

It is now after close of business on 11 May 2026, and no substantive response, findings, resolution, or investigation outcome has been provided. Instead, I have received repeated generic acknowledgements and escalation notices without any actual progress or accountability.

This is now the fourth occasion on which timelines, commitments, or promised feedback from RCS have not been honoured.

Your handling of this matter is becoming unreasonable and unacceptable. A complaint process cannot consist solely of repeated acknowledgements while the customer is continuously left without answers or resolution.

If this is the standard manner in which RCS treats its customers and handles formal complaints, it raises serious concerns regarding customer care, accountability, and complaint resolution practices.

I therefore formally request the following without any further delay:

• A full written response to my complaint
• The outcome of the investigation
• The rationale for the position taken by RCS
• Clear confirmation of the final status of the matter
• A realistic and firm timeframe should the matter allegedly still be under investigation

Please also note once again that I require communication strictly via email only. I do not consent to telephonic contact regarding this matter.

Failing substantive engagement, I will consider further escalation of the matter through the appropriate external complaint and regulatory channels.

Regards,
Franciscus Johannes Koemans