Non closure of account

From: Carmen Solomons Sent: 19 November 2020 09:36 To: *** Cc: ***; Subject: Assistance required re: RCS- Edgars account closure

Good day,

My relationship with Edcon after many years of good service, is ending on a very bitter note as I battle to have my account closed. When the sale to RCS took place, I knew that I wanted my account closed because of the nature of RCS and their credit policies and charges.

At the very start of this relationship, I was charged interest, which was usually 6 months interest free account. RCS is welcome to submit notifications on which they sent to clients informing them prior to the statement run, that interest free months no longer apply. Even if they have, its where my journey to closing my account started.

Sent: Tuesday, September 15, 2020 6:29:27 PM To: "Edg*******" <Edg*******> Subject: Fw: Your Edgars Card E-Statement - September 2020 Please note that I request to the cancelation of the insurance in this request 15 September 2020.

On 28 September 2020, I made the effort to find a store so that I could pay the remaining balance of R450. On 29 September, I e-mailed a copy of my slip and requested for my account to be closed.

To: "Edg****nquiries" <edg*******> Cc: Sent: Tue, Sep 29, 2020 at 12:04 pm Subject: Re: Fw: Your Edgars Card E-Statement - September 2020 Please close my account and send me a paid up letter confirming closure.

29 September – Spoke to consultant Yolanda

Yolanda explained that I would need to cancel the cell insurance first and then, after 30/36 days, the account would be closed. This process timeframe of course is ridiculous especially when the intent is to close the account with immediate effect. Why else would you pay the outstanding balance and have the account balance as R0.00? A Hollard insurance agent called on the 7th of October to cancel the cellphone contract – imagine, after an initial request sent on 15 September…

02 October - Confirmation of pending closure Confirmation of the request is finally received and that’s it. What follows next is an unending request for timelines and the paid up letter.

6 November – SMS to pay my account I receive a reminder that my Edgards account payment was due on the 1st. Why would I receive this text message if my account was requested to be closed. Three things comes to mind; 1. RCS, a well-established company, cannot have a notification on their account programs to disable the account or have an indicator noting pending closure. No fees to be charged unless account is being used for purchase. 2. They have the 30/36 day closure rule in place to earn extra fees from you. The last bit of days to suck you dry. 3. To mess with the psyche of the consumer. Account opened so they are tempted to use it again.

18 November – SMS with account balance At 11:30pm, I receive an sms, “Your Edgars SA account has a balance of R100.85 …overdue and payable.” I have no words left.

I will note the following.

On 16 October, 10:30pm a response was sent asking for my account number on an e-mail I sent 06 October 2020. This e-mail I found in my SPAM mailbox. On 23 October, 12:32am, a request for my ID/Card number was sent. This e-mail I found in my SPAM mailbox.

Now, these are two mailers I found in my mailbox after the numerous amount of requests sent. My question here is: RCS, again, a well-established organization, cannot perform a search using; a) My name and surname? b) Email address – to which they would find multiple e-mails with the details they required? c) Cannot trace a cellphone number using the provided details?

What I want is:

• My account to be closed with all fees written back. • My paid up letter. • No judgments or notes on my credit profile for “missing a payment” and I want evidence of this. • Response to how they could not trace my information based on e-mail address, or name and surname, explanation why they couldn’t respond on what timelines are, why they couldn’t respond on every mailer sent. • An actual apology would be nice seeing as I now had to take of my working hours to draft this complaint.

It is indeed tiresome to have to receive such poor client service and have the worst type of client experience. In terms of TCF, there should be no post sale barriers, yet, I have found nothing but barriers.

Further to this communication, I have had 3 agents from Edgars accounts department calling to follow up on my payment of my account.

On all occasions, I requested a supervisor to contact me. To date, no one has returned my call.

The calls was received from: ***

Dates: 24 Nov, 3:59pm – The consultant did not confirm when a supervisor would call. 26 Nov, 12:55 pm – the consultant promised to have the supervisor call me on this day as it was already previously requested. Her supervisor was someone name Janet. 27 Nov, 2:56 – Consultant following up on when I’m making payment – WT actual F ***)

I am at my wits end with RCS. What more should I do…purchase airtime enough to stay on the line until its resolved? Or should I ***** of my company’s time and use the work telephone?

Please help!

Carmen