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Nancy A
1 reviews | Active since Dec 2020
31 Mar 2021, 14:25
Poor service and incompetence
What nonsense is this that RCS group does not provide settlement letter with confirmation of final settlement amount and banking details?
Just got of the phone with a call centre agent Anele who tells me that she confirmed with her management that it can only be confirmed via telephone.
This is the reason I'm closing my edgats account with this company. I cannot deal with this low level of incompetence and poor service. No sense of urgency and no regard for customer service. They don't respond to emails and when you call in there's no assistance or resolution.
Can I get a settlement letter please?
If you can't provide it, then you shouldn't be in business especially Retailing space.
Helpful (0)
Replies (2)0
Replies (2)
RCS's replyOfficial
31 Mar 2021, 16:26Good day
We herewith acknowledge receipt of your complaint.
We have escalated your 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 e-mail: ***
Kind Regards
RCS Group
We herewith acknowledge receipt of your complaint.
We have escalated your 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 e-mail: ***
Kind Regards
RCS Group
RCS's reply31 Mar 2021, 16:26
Official
Good day
We herewith acknowledge receipt of your complaint.
We have escalated your 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 e-mail: ***
Kind Regards
RCS Group
We herewith acknowledge receipt of your complaint.
We have escalated your 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 e-mail: ***
Kind Regards
RCS Group
NA
Nancy A's updateReviewer Update
31 Mar 2021, 16:51Thank you for the response. However the matter has been resolved.
Thank you to Singanakha, call centre agent, who stepped in and went out of her way to seek clarity and asked that I be assistance. This is after I decided to call in again to seek some answers since Anele, the previous agent was less interested in helping me. She was happy to say it cannot be done. Settlements can be confirmed telephonically or via sms only.
Well Singanakha proved her wrong. She didn't just say it cannot be done but she went and asked her seniors for clarity and Brendon Perumal was able to draft a settlement letter for me and sent it. The matter was resolved whilst I was still on the phone with Singanakha and she ensured that the letter was received in my inbox as we spoke.
Lesson to be learnt;
If you don't know or you are not sure, ask or escalate. This should be a lesson to all your call center agents.
Well done to Singanakha and Brandon.
Thank you
Thank you to Singanakha, call centre agent, who stepped in and went out of her way to seek clarity and asked that I be assistance. This is after I decided to call in again to seek some answers since Anele, the previous agent was less interested in helping me. She was happy to say it cannot be done. Settlements can be confirmed telephonically or via sms only.
Well Singanakha proved her wrong. She didn't just say it cannot be done but she went and asked her seniors for clarity and Brendon Perumal was able to draft a settlement letter for me and sent it. The matter was resolved whilst I was still on the phone with Singanakha and she ensured that the letter was received in my inbox as we spoke.
Lesson to be learnt;
If you don't know or you are not sure, ask or escalate. This should be a lesson to all your call center agents.
Well done to Singanakha and Brandon.
Thank you
NA
Nancy A's update31 Mar 2021, 16:51
Reviewer Update
Thank you for the response. However the matter has been resolved.
Thank you to Singanakha, call centre agent, who stepped in and went out of her way to seek clarity and asked that I be assistance. This is after I decided to call in again to seek some answers since Anele, the previous agent was less interested in helping me. She was happy to say it cannot be done. Settlements can be confirmed telephonically or via sms only.
Well Singanakha proved her wrong. She didn't just say it cannot be done but she went and asked her seniors for clarity and Brendon Perumal was able to draft a settlement letter for me and sent it. The matter was resolved whilst I was still on the phone with Singanakha and she ensured that the letter was received in my inbox as we spoke.
Lesson to be learnt;
If you don't know or you are not sure, ask or escalate. This should be a lesson to all your call center agents.
Well done to Singanakha and Brandon.
Thank you
Thank you to Singanakha, call centre agent, who stepped in and went out of her way to seek clarity and asked that I be assistance. This is after I decided to call in again to seek some answers since Anele, the previous agent was less interested in helping me. She was happy to say it cannot be done. Settlements can be confirmed telephonically or via sms only.
Well Singanakha proved her wrong. She didn't just say it cannot be done but she went and asked her seniors for clarity and Brendon Perumal was able to draft a settlement letter for me and sent it. The matter was resolved whilst I was still on the phone with Singanakha and she ensured that the letter was received in my inbox as we spoke.
Lesson to be learnt;
If you don't know or you are not sure, ask or escalate. This should be a lesson to all your call center agents.
Well done to Singanakha and Brandon.
Thank you