RCS breaches its own contractual "terms and conditions" and neglects its responsibility

Hello Peter

I would like to describe the bad service I received from RCS in this chronological order:

02 June 2017 I e-mailed my new banking details to RCS and requested that the monthly premium be debited on a new Capitec bank account with effect from 25 June 2017. RCS received, read and acknowledged receipt of my request on the same day (Reference number: AR285957), and promised to finalise the query within 48 hours. I did not receive communication in this regard.

26 June 2017 The monthly premium was debited on the FNB bank account, and not on the Capitec bank account as I had requested. Due to insufficient amount in the FNB account, the bank charged me a heavy penalty because the debit order did not go through.

01 July 2017 I expressed my concern to RCS, via e-mail, about (1) the debiting of the monthly premium on the incorrect bank account; and (2) negative reflection of the declined debit order on my credit profile and if RCS would be able to stop this from occuring. In the same e-mail, I provided new banking details again. RCS did not answer my questions, but e-mailed me its banking details in order for me to make a cash deposit at the nearest branch or pay the premium via electronic funds transfer (EFT) system. I immediately paid the monthly premium via the EFT system.

25 July 2017 RCS debited the monthly premium correctly on the new bank account.

03 August 2017 I e-mailed RCS and enquired about the possibility of being refunded the heavy bank charge which FNB had levied due to RCS' fault. Also, I requested RCS to consider the fact that I had submitted my query well on time. I provided my FNB statement in this respect.

04 August 2017 RCS rep**** by e-mail and indicated that banking details had not been amended because I had sent my request to the incorrect department. I then rep**** and clarified the following: (1) the e-mail address to which I had sent the query is contained in the contractual terms and conditions, under "our contact details"; and (2) the e-mail address I had used is the one from which the mutual contract had been sent to me. It is the same e-mail address reflected in the contractual agreement under RCS' contact details. RCS has read my response, but it is still silent.

Given RCS's neglect of its fault and responsibility to address this matter; and considering the "it was sent to the incorrect department" attitude, I request your intervention in this regard.