RCS billing department delivers sub standard service.

Follow up, in brief: As per my telephonic conversation earlier the morning to Abu (spelling), I was supposed to be contacted by Roberta after 14h00 on Friday afternoon, 26 January. By 16h20 I had not been contacted. I then phoned RCS again. I asked for Abu, but the person answering the phone was not fami**** with that name. I then asked for Roberta and was told that she was on a tea break, and told to phone back at 16h45. As is did not get a call from her in the first place, I opted to hold on for someone else. Roberta did eventually come onto the line explaining that she did not get back to me because she was too busy. I'd urge RCS to pull the call logs. If you are taking tea breaks at 16h20 the afternoon, I doubt that you are that busy. She did also not have much of an idea of what my business was about. I insisted on speaking to a manager or department head, but they would have none of it (the name Diana was mentioned, who, prior to 17h00, apparently was not available at her desk). I asked for an e-mail address with someone's name to it, and still I was refused that. They are hell bent on you not getting hold of anybody directly or in a senior position. Some of my e-mail correspondence for some reason could not be traced, along with the attachments which I could see in my sent box on my side, and I had to send it to a team leader, Marcus, again. He eventually found it but then went through the normal procedural nonsense. I thus had to wait the WHOLE day for nothing, and I knew that when no one had contacted me by 14h00 that I will not be assisted, even though I put the effort in to having this resolved same day. Marcus explained that this will be escalated on MONDAY 29th January, and that my refund will be in my bank account by FRIDAY 2nd February. Given the amount on absolute nonsense I have had to endure because of blatant incompetence I will not be agreeing to waiting that long. RCS debited my account without hesitation or resistance twice, straight from my account to theirs. Take into account that I had settled this account and owe nothing. The refund then, will follow the same path, directly back to my account, without delay. I have been patient and reasonable enough. I have now come to the end of my patience. I best be getting a call from a senior member of the managerial team on Monday, NOT a team leader who has limited ability and authority, they can only assist up to a point. That won't suffice, so please don't insult me again in putting me on the line with someone half my age who cannot make a call on an important decision.

It is Monday morning 29 January 2024, 11h05. I have as yet not been contacted in any way, neither have I received notification of my money being pad back to my account. " We appreciate you taking the time to bring your concerns to our attention. Your feedback is important to us, and we take every complaint seriously. Please accept our apologies for any inconvenience caused." - I have no idea why this was part of the above message body. As mentioned in my conversation with your chatbot on your website on Friday 26 January 2024, please try harder.

Follow up: It appears that an attempt was made to contact me from an *** number. I tried contacting this number but it reflects as number not valid on my service providers network. How typical is that? An e-mail was sent (as confirmed above) explaining that the call came from the RCS complaints department, and that when phoning, my phone rings once and then diverts. I have been sitting with my phone in full view in front of me, and have received a few calls. I have perfect reception in my office. This adds insult to injury. The e-mail explained that my refund will appear in my bank account within 24-48 hours. I phoned RCS. As per the prompts, I have to enter my ID number. As soon as a consultant pics up, they ask you for your ID number. What an absolutely senseless practice. I eventually spoke to a manager in the accounts department, who said that the funds will reflect in my account tomorrow, pending one or two criteria. I have to credit this person as the assistance provided was a good few levels above that of the standard layman you normally need to deal with. Thank you madam. It is unfortunate that your fellow colleagues drag you down to the same level of utter disgrace that they are on. I will monitor my account tomorrow. If the funds are not there, I will again make contact with said person.

I see that the numbers have been blocked out after posting - as reference to my above correspondence and for the record the number is zero eight seven three five zero zero six six three, If these will also not be blocked out.

In conclusion: I have been refunded, the monies reflected in my account this morning, 31 January 2024. As a client you will need to get hold of someone in Operations Support - Customer Experience to assist you directly when it comes to these matters. Take note that all efforts will be made from RCS frontline staff to avoid this. You need to persist though. As a client in getting your issue resolved soonest, be conscious of the fact that that there is a fine line between being rude and being firm and direct (within reason). Any other efforts will prove futile as RCS frontline staff have limited knowledge and ability coupled with sub par client service due to good old fashioned incompetence. Yes, in this day and age, people are still being employed just so that they can have a "job". These people are not career driven, they just need to survive from payday to payday so that they can eat. They are merely there to act as a firewall/buffer. Note once again that this is based on my personal first hand experience in dealing with them. There might be situations, in defying the laws of physics and the entire known universe, where they might actually be of some help. Best of luck to the next person in similar situation.