Pathetic, rude service - RCS

RCS Group - Makro & Game account. On the 9th November 2019 my husband and I visited Makro and Game in order to settle our accounts. My Game & Makro and his Makro account. At both stores we asked the cashier if we can settle our account at the till point and at both stores they said it wont be a problem they could help us. We didn’t have any statements with us but we were told that both cashiers will be able to look on the system. Both asked whether we want to close the account. At that stage we didn’t want to. We received the amount due from the cashier and was informed that a monthly service fee will still be due on a monthly basis. We confirmed with both cashiers that no other money except for service fees will be payable after this payment. On the 14 November, we received a statement still reflecting the full amount due with additional charges (service fee + interest) to the account. I phone RCS customer care to advise them that the account was settled in-store and there should not be any money now due except for the service fee on Makro and Game. The lady told me that additional money is due on this account and next time, when I want to settle my account I have to tell the cashier at Game / Makro to phone the call center and request a settlement amount before I make the payment. THIS IS THE MOST RIDICULOUS REQUEST I EVER HAD. Why should I tell RCS (Makro / Game) employees how to do their job? Surely training should be provided for your employees on how to assist clients when they want to settle an account. A lot of stores have the settlement amount on their systems.

The call agent told me that they will investigate and get back to me. After this call both my husband and I sent an email to *** regarding this query.

On the 5th of December I phoned the call center seeing that I have not received any feedback regarding our accounts. I had to explain everything again and the lady typed a letter to escalate this matter while I was holding the line. She told me that someone will get back to us within 48 hours.

On the 11th of January I received a call from Thule stating that my account was overdue and interest is being charged. I explained to her that we are busy with a query and I need this matter to be resolved in order to pay the correct amount. I mentioned to her that someone from RCS would have phoned me back in December within 48 hours but no one did. She was very rude. She told me that there was quite a back log and I have to be patient; if they said they’ll get back to me, then they will. I told her that I can’t pay the account until my query is resolved. She kept on telling me that I should pay the account. She asked if I did read the contract (which we signed years ago) and I told her yes. She said that I was supposed to know to phone the call center for a settlement amount. I told her that a person signs a lot of contracts and can’t remember each and every detail. I told her that we did asked the cashier before hand if we could settle the account in store. Why couldn’t the cashiers remind me that they can’t give me a settlement amount or phone the call center while I was in the store. I ended the call because I couldn’t tolerate the rude agent.

Today, 25 January 2020 at 08:36, we received a call for outstanding money. Immediately after the call, we phoned the call center at 08:38 and spoke to September to confirm the settlement amount and informed her that we want all our accounts to be closed. She confirmed that no additional money would be due after we paid the settlement amount which is valid for 5 days. At 11:42 we received a call again from an RCS agent to enquire when we are going to make payment on our account. So, I assume no notes was made on the system???

The most upsetting fact is that we have to pay a total amount of R1,086.75 for additional fees on our account after we paid the account in full on the 9th of November. We are forced to pay this due to interest being added and no one from RCS even bothering to find the time to assist. We have nothing to show for the R1,08675.

We do not want to have anything to do with RCS ever again. Pathetic service, rude agents and empty promises to resolve matters.

RCS customer services will not resolve any queries and the only way to resolve a query is to shut up and pay.