Pathetic customer service

If I could RCS loans give a zero rating, then I would have done that. I emailed them on 25th Nov 2023 for a settlement quote which was valid until 27th Nov, with no response. I sent a second email at noon on 29th November, still no response. I called the call centre later that afternoon on 29th Nov and received the settlement quote telephonically and settled the account in full. Only on 5th Dec 2023 do they finally send me the settlement quote. How can an institution be this unprofessional?

To add insult to injury, they debited my account on 6th December, keep in mind that I have settled the entire account on 29th November. I emailed them for a refund on 6th Dec along with proof of payment that the account has been settled. The automated response was that I would receive feedback in 48 hours. Eventually I got a response on 11th Dec, asking for a bank statement ( although I have sent the proof of payment before). I comp**** and sent the bank statement along with the proof of payment (again) on 12th Dec. On 11th December, I made contact with the call centre and I was told that the refunds dept only communicates via email, no phone calls! I was furthermore told that refunds takes approximately 7-14 working days to process and according to the agent, Robin, this is standard practice at ANY bank. What a load of nonsense indeed! I have received refunds from other institutions within 48-72 hours. When i asked for a copy of the policy which states this, Robin said that she cannot email me a copy from her private email address as she does not have a work email address.

I sent an email to the refunds dept on the same day, and Nosiphiwo rep**** on 16th Dec, stating that the turnaround time of 7-14 days is not in the policy but rather that it is a company procedure, of which she can supply me with no evidence thereof. Why did Robin say that there is a policy and that she cannot email it to me but days later, Nosiphiwo says that no policy exists? These people are making up the rules as they go along. RCS should invest real time and money into training their agents and deliver a better customer experience.

To date (20th Dec) I have not received any refund yet.