MAKRO RCS ***** AND ********** - INSIDE JOB SUSPECTED!

I WILL NOT PAY ANY CENT TO MAKRO RCS UNTIL MY CASE IS RESOLVED.

I am very frustrated and disappointed in the manner that MAKRO RCS is treating a new clients and ********** activities on their accounts. Since I reported a ********** Transaction off my account physically and formally on 09 & 10 February 2022, there is nothing meaningful communicated or solution offered to my issue. The only thing they are doing is harassing me to pay my account which is now in their Collection Department and email reminding me how long it takes to investigate or they escalated the matter.

DETAILS AND TIMEFRAMES 1.28 Jan 2022: I enquired about Makro Credit Application Process at Makro Crown Mines Branch. After following their instructions, I app**** for Makro RCS Credit Card. Application, Approval, Card Collection and Activation was done same day. 2.29 Jan 2022: I purchased items amounting to R2827.50 and it was followed by sms from Makro confirming purchase. 3.05 Feb 2022: I purchased items valued at R1734.50 at Makro Crown Mines, again followed by sms confirmation. 4.06 Feb 2022: I purchased items valued at R1072.90 at Makro Crown Mines, again followed by sms confirmation. 5.09 FEBRUARY 2022: *********** TRANSACTION MADE OFF. I WAS AT HOME WHEN I RECEIVED SMS "CONFIRMING A PURCHASE OF ITEMS VALUED AT R19550.66 AT PICK N PAY". Initially, I thought it was a delayed/ duplicate message from my last purchase made on 06 February 2022. After re-reading the message, I realised that it was *****. I drove as fast as I could from Doornfontein to Makro Crown Mines. *I asked for the relevant manager and I could not be assisted immediately until I made it clear that I was not leaving the store until my matter was attended to. Instead of the “Risk Manager” explaining the Complaint/***** process to me, he left me there, saying he was going to call the police to report the “***** Case”. Instead of him giving me feedback, he sent one of his subordinates to dismiss me, saying “the store was closing, and I should leave”. After stating that, “I was not leaving without a proper Dispute process explained to me”, instead of calling the police as earlier informed by him, the “Risk Manager called the ADT security guards on me. I repeatedly told everyone present, that I was not leaving until my issue was properly handled. I had already called my family for moral support. My younger brother and my elder daughter arrived and they were refused entry to the store. *After pressure from us and telling them we will expose and report them on all social media platforms, the “Risk Manager” ended up calling a ZN (initials) to address us over the phone. We then reached an agreement to meet the next morning to formally lodge a complaint. 6.10 Feb 2022: I, my younger brother and my daughter met with ZN at Makro Crown Mines as agreed. As stated by him, he was joined in that meeting by two of his colleagues dealing with ***** cases. Discussions were held and I was requested to complete some form to formally lodge a complaint as per their internal processes. I was also told that my account would be frozen/ temporarily closed to avoid further ********** activities. 7.17 Feb 2022: I received a text message reading thus “Congratulation on your 1st Makro account card purchase. Your debit order has not been received. Just a reminder to make payment...”. 8.18 Feb 2022: I received a text message reading thus, “Your Makro debit order for R1565.53 returned unpaid. Pay today....". 9. 20 Feb 2022: I made a Follow Up with Makro as well as notifying other parties of my complaint. I requested Makro RCS Management to provide me with (a) Progress Report and Evidence that my case was being investigated (b) Proof (Case No) that they had opened a ***** Case with SAPS on my behalf as they claimed (c) To be open and transparent from w.r.t this ******** activity using my details (d) To ensure that my Credit Profile and Credit Score is updated accordingly with all the Credit Bureau in the country as this will impact negatively on my personal & professional life (e) To revise my Makro Card E-Statement & ensure it contains accurate info before their Payment Due Date, which was 01 March 2022. Until such time, I would not make any payments (f) I had informed them of decision to cancel my Debit Order Payment Option & switch to Pay In-Store Option (g) To remove all charges/ penalties/ records related to this ********** Case under my account (h) Future contact with me from 20 February 2022 should strictly be in written form to avoid further risk (i) I shared with them the main reason I desperately needed closure to this matter, which is my current medical condition due several unpleasant occurrences which triggered my stress and threatened my health.

I sent my Makro RCS Complaint to ***; ***; ***; Crown Mines Credit ***; ***; ***; ***; *** and and copied ***; ***; ***; *** Since I regard this matter as ugent, I requested Makro RCS to prioritise the issue and I gave them 5-working days to respond with a solution.

PROGRESS TO DATE: 11 March 2022, 07:20 I received an email. From RCS. *** and letter attached, my “current balance” is R5, 747.03, placing “my account” in arrears. The arrears and the instalment amount to R1,949.06. Same day, at 16H42, I received an SMS reading thus,”MS G PINKY DISEMELO. Your MAKRO acc is Overdue & in Collections. Pay R1949.06 today...” 13 March 2022, 03:30 (Nagana fela). "Ms Gloria Pinky Disemelo A reminder that a R1,949.06 payment is due on your Makro account. Call 086.....29 or Whatsapp 06650...98 for assistance. RESPONSES FROM SOME OF THE ABOVE RECIPIENTS:

Feb 2022, 10:19, “As previously communicated with you that the investigation takes up to 21 working days to be concluded. For further assistance/ follow up please call our ***** dept ***). PS (Initials) (Makro)

20 Feb 2022,13:29 “…please be advised that your query has been escalated to the relevant department for further assistance for further assistance. We will revert to you as soon as we receive feedback. Alternatively you can contact the Makro Credit division on the below: RCS call centre: ***, RCS Email address: ***

21 Feb 2022, 11:41 *** NM (Case Admin), “Kindly be advised that this office lacks jurisdiction to entertain this complaint as it does not relate to rendering of a financial service in terms of the Financial Advisory and Intermediary Services Act 37 of 2002. Northwithstanding this, and in accordance with our commitment to promote consumer protection, we have forwarded your complaint to the National Credit Regulator. The contact person and details are: MM, Tel: 011554…., Fax: 011554….. You can expect to hear from them.

21 Feb 2022, 13:57 ombud (***, copied fg…***, “We have forwarded your email to Ms FG at our call centre who will be in contact with you to get additional information and to log a complaint for you. It will then be allocated to case manager for investigation. Further communication will follow upon receipt of a reply from the Credit provider From DG Credit Ombud.

22 Feb 2022, 10:07 Complaint. *** – “We herewith acknowledge receipt of your complaint. Your complaint reference number is ACT-12…..0. We have escalated the complaint to the relevant department for further assistance. Should you have any additional enquiries please do not hesitate to contact our Customer Service Department telephonically on ***or via email: ***

24 Feb 2022, 13:49 I sent all the required information and supporting documents both telephonically and through email to SM creditombud.org.za 24 Feb 2022 14:13 from above recipient, “Thank You. Documents received and attached to your complaint. We will revert as soon as we receive feedback from creditor. 11 March 2022 07:20 From RCS ***, reply to RCS *** Email requesting me to find correspondence dated March 2022, attached to this email….. On the Attached Letter bearing my Names, an Account No and Balance of R25747.03, “…Noted that your recent payment has not been received yet, placing your account in arrears. The arrears and the instalment amount to R1949.06. I am rejecting this statement, just like the first one after ********** Activity was carried out off my account. 11 March 2022 16:42 +***, “MS G PINKY DISEMELO. Your MAKRO acc is Overdue and in Collections. Pay R1949.06 today. Pay via Easypay nbr ***…..Call *** Ref 348….4”.

ANY PERSON WHO MAY ASSIST, I AM KINDLY REQUESTING FOR FURTHER GUIDANCE TO SPEED UP THIS MATTER!!! I STILL REPEAT THAT THE ********** TRANSACTION THAT OCCURED ON 09 FEBRUARY 2022 AT PROTEA NORTH PICK N PAY WAS NOT CARRIED OUT BY ME IN ANY PHYSICAL OR ONLINE FORM. DESPITE ALL EVIDENCE REQUESTED BY MAKRO RCS AND PROVIDED BY ME, THEY ARE STILL HARASSING ME AND DEMANDING PAYMENTS FROM ME. TO MAKE IT WORSE, SINCE THIS ********** ACTIVITY MY CREDIT SCORE HAS DROPPED WITH 6 POINTS. PLEASE HELP URGENTLY!!!