RCS Fails to Act on ***** Case – I'm Chasing Them, Not the Other Way Around

Dear HelloPeter,

I’m writing to raise a serious and deeply frustrating issue regarding unauthorised transactions on my RCS credit card – and more importantly, RCS’s ongoing failure to handle the matter professionally or urgently.

On 23 July 2025, two online transactions of R9,000 each (total: R18,000) were processed on my account without my knowledge or authorisation. I only discovered this on 30 July when my card was declined at Goodhope Wheel and Tyre. When I called the RCS call centre, I was told my card had been frozen due to suspected *****. Despite having a credit balance of R17,000, I was asked to verify my identity — and to my shock, my correct email address was rejected as "incorrect".

The same email address was used to send me my July statement — so this immediately raised red flags about a possible breach of my personal information. Even worse, when requesting a dispute form, I was sent one that included another customer's personal information — a direct and alarming violation of the POPI Act (Act 4 of 2013).

I completed the correct dispute form on 4 August and submitted all required documents. After receiving no response, I again had to follow up. Only after lodging a complaint on HelloPeter did RCS respond — asking me to resend everything again on 5 August, which I did. This time I received an auto-reply, and I also informed them that my cellphone number had changed.

Despite following every instruction and being extremely proactive, I’ve received zero updates from RCS. Instead of them managing the case, I am the one doing the chasing. On 15 August, an inflated debit of R2,500 was deducted from my account — up from my usual R1,700. This increase is unjustified and unacceptable while the ***** case is still unresolved.

On 21 August, my legal representative arranged a conference call with RCS’s ***** Department. During the call, RCS admitted they were trying to verify the cellphone number linked to the ***** via MTN, but had made no progress. Despite me having clearly updated my contact details, they claimed they were unable to reach me.

This whole experience has been a nightmare — worsened by RCS’s lack of transparency, poor communication, and what appears to be an unwillingness to take accountability. The fact that my email address was changed without my authorisation is especially concerning, suggesting a possible internal breach of systems.

RCS’s failure to protect my personal information, and their lack of urgency in resolving this matter, is unacceptable. The fact that I have had to escalate this issue repeatedly — while receiving little to no proactive communication from them — shows how poorly they are handling what is a very serious situation.

I am demanding:

A full refund of the R18,000 in unauthorised transactions.

A formal investigation into the security breach and email address change.

A reversal of the inflated debit amount and clear explanation of how it was calculated.

Written confirmation that my credit record will not be negatively impacted.

RCS has had more than enough time to act. I expect this to be resolved without any further delay. I will not stop escalating this until it is taken seriously.

Sincerely, Lennox Loyiso Maliza *** ***