Immediate Attention Required: Payment Not Allocated, Credit Score Affected

I am beyond frustrated and extremely disappointed with the shocking level of service I have received from RCS/Cotton On.

On 4 April, I made a payment of R1000. The first attempt was unsuccessful, so I immediately made a second payment, which was successful. However, on 12 April, I received a statement reflecting that both R1000 payments had been reversed. There has been no clear explanation for why this happened.

When I contacted your team, I was asked to provide my bank statement as proof of payment, despite your own system already showing that one payment was successfully processed. I comp**** and was assured that this matter would be resolved by Tuesday.

It has now been over three weeks, and nothing has been resolved.

Every time I follow up, I am forced to explain the entire situation again to a new agent because no one appears to have ownership of this issue. I was told the matter had been referred to finance, yet there is zero progress or communication. I was also referred to the complaints department, only to be told they do not have a call centre, which means I am repeatedly sent in circles with no accountability.

One of your agents admitted that the system duplicated the reversal and that instead of reversing one payment, two payments were reversed. If this is true, then this is clearly an internal system error on your side, yet I am the one suffering the consequences.

As a direct result of your incompetence, my credit utilisation has now increased to over 70%, negatively affecting my credit profile and potentially my credit score. This is completely unacceptable.

At this point, I am seriously questioning whether there are serious control failures within your payment systems, because it is alarming that customer funds can be mishandled for this long without resolution.

I have called multiple times. I have emailed multiple times. I have submitted the requested documentation. Despite all of this, three weeks later, my payment is still not allocated correctly.

This is, without question, the worst customer service experience I have ever had.

I expect this matter to be resolved urgently. My payment must be allocated correctly without any further delays, and my account must be corrected immediately. Once this issue is resolved, I fully intend to close this account, as I no longer have any confidence in your systems or customer service.