Makro (RCS) Credit Card ********** Transactions- Poor customer service

I was approved for a Makro (RCS) Credit Card on the 14th of November 2021 and made purchases at 3 different stores using the card ( i.e on the 14th and 16 of Nov 2021). On the 18th of November 2021, I tried purchasing using the card again but was unsuccessful. I then called the RCS group to find out what the issue was and to my surprise, I was notified that the card was blocked due to a lack of confirmation for personal details changed which I didn’t initiate . Upon further enquiry, I discovered that a ********** purchase was made on the 17th of Nov 2021 using my card details and the RCS agent advised that I lodge a query with their ***** department which I did. Makro Crown mines assisted me in lodging the query on the 18th of Nov 2021 and noted that the card was blocked. The investigation was said to take 15 to 20 working days and RCS would contact me with the outcome. I received an sms on the 24th of Nov 2021 from RCS notifying me that the investigation was underway but they had limited staff due to Covid and no further communication thereafter.

I called the RCS ***** department on the 15th of Dec 2021 ( 19 days later) and the agent advised that the investigation was concluded ( I did not receive communication to this effect) and the ********** transaction was reversed. He further noted that I would receive a call the following Monday to confirm that I could collect another card at Makro which didn’t happen.

I went to Makro crown mines today ( the 30th of November 2021 - 28 days later) to confirm whether the ********** transaction was indeed reversed and whether I could get my new card in order to pay my first monthly instalment only to find out that the transaction that took place on the 17th was reversed but there was another ********** transaction that took place on the 22nd of November 2021 for the same amount which was processed! I called RCS to figure out how this could’ve happened when my card was supposedly BLOCKED after I lodged the complaint on the 18th and my account was basically under investigation????? The agent told me that only the 1st transaction was reversed because I didn’t lodge a complaint for the 2nd one , I’m not sure how this makes sense when I couldn’t have possibly known about a 2nd ********** transaction.

Now I’m waiting for this 2nd ********** transaction to be reversed ( the RCS agent advised that this would be done by the 31st of Dec 2021) while my monthly instalment is still outstanding which obviously affects my credit score.

The RCS group and all stores that are affiliated with the financial service provider need to look into their controls and ensure that customers are not inconvenienced in this way.