RCS, *********** staff and worst service.

I am so angry with RCS staff, regardless of what I say, they don't believe me. I received an e-mail stating I should pay a certain amount and a few days later I received an sms stating I should pay 50% of that amount. Today an sms that reads due to financial difficulties I have not paid my account,I have credit protection which I have been paying for the past 4 years or more, every time I process it, one of the documents was not received. If they have my employers details, can't they communicate with my employer? It's been more than 5 months and the claims department just doesn't bother to do their jobs, during which time I paid while waiting for the claim to processed and I have to make calls to follow up. I want people who read this to know the kind of service you can expect from RCS. One person has been helpful and that is Nelly from the claims department.

After 7 months waiting for a claim to be processed, this is the message I received. The have been harassing me day and night for payments but the claims department hasn't made one phone call to me about the status of the claim.


Please note: Your Customer Protection Insurance policy will lapse if the total due on your RCS CARD account is not paid. Queries? Call ***

All my documents have been submitted to claims department more than twice, I continue to receive emails and sms from there accounts department. According to their terms and conditions the claim takes about 4 weeks to be processed, it's now more than 6 months, during which I paid the monthly instalments and have now stopped payment. I submitted a claim for an amount of less than R1500 on a card which had a R15000 limit, I am still awaiting for the claim to be processed. Below is the latest message I received

Dear valued customer, please note that your Customer Protection Insurance premium (underwritten by Guardrisk Ins Co Ltd) on your RCS Store Card will increase from R4,04 to R4,50/R1,000 from Oct'20. To review benefits go to www.rcs.co.za FSP####

It's like their computer systems doesn't have any indication that tells them a claim has been submitted, accounts has no clue what's happening, their sales team keeps calling because I have not used my account for a long time and the claims department is still trying to figure out how to open an attachment.

Another lengthy phone call at my expense, the collection department and the claims department have no idea how to do their jobs, a call centre consultant speaks as a legal representative of the company but has no idea what an affidavit is. Once again I am being harassed by phone calls and sms.

No documents are outstanding and the intial date of mclaim claim was 24 March 2020 so today I received the below message

Your RCS account remains in a serious arrears status. Please call *** for future payment arrangements to prevent handover

FOLLOWED BY


Please note: Your customer protection insurance policy has lapsed due to non payment of your RCS account. T&C's apply.

I had enough, I am blocking these people, enough with the calls, their legal team may contact me, they are in violation of there own legally binding agreement, a claim wil to be processed with 30 days.

The initial date above is the date which they have on their system.

It's been along long time and I again contacted the claims department, they advised me that the claim has been escalated and will be resolved soon, the lady tells me, due to the documents been submitted late, the process it taking longer. I asked her, level 5&4 lockdown, where you at work? The date she received my documents, was months 2 months after I faxed it. (Apparently an affidavit is not valuable to these people). While the matter is in the process of being resolved I received the below message.

YourRCS CARD acc was handed over to Anthony Richard & Associates. Urgently pay R374.16 Today Call *** ref ***

It is now the 19 November 2020 and I continue to receive emails and sms as well as phone calls from RCS regarding account payments, the insurance department advised me many months ago that my claim was escalated and it will be resolved soon. It has also come to my attention that RCS will be the new credit provider for Edgars account holders. I should of used a more trustworthy credit provider like the banks instead of RCS.

So it's now December 2020, I am still receiving calls from RCS for payments, apparently the claims department had paid the instalments for 5 months. So here's what happened, my balance was less than R1500, then RCS increased the amount to R1800 while the claim was being processed, and they now tell me that the amount outstanding is about R1050. The claims department sms me that they now provide cover up to 12 months and I only qualify for 5 months cover, note that about five years ago when I took the RCS card, I was insured for the full outstanding amount but now the policy changed. They changed an insurance policy to suit their needs to prevent losses to the company, due to the covid_19, they have a lot of claims to process and they don't want to take a loss. RCS deducts the money for insurance from you but doesn't tell you the insurance company is a third party, then RCS collections keeps contacting me for payments. So what's the purpose of having an insurance policy, for in the event of loss of income when it doesn't fully cover you.

So its the new year and I am still receiving calls from RCS accounts department, I am so frustrated with them, it took them about six months to process my claim, (during which I paid my account), then the claims department paid five months instalments instead of the 12 months which would of settled the account. The claims department didn't want to settle the account and intended on making me pay for it. I know there must be a lot of claims because of covid19 and the job losses but that's no reason to rob your customers by reducing the amount paid on the claims. It's also ***** as your claims policy states 12 months instalments will be paid, but years ago the claims policy was that the account will be settled in the event of job loss.

So the insurance policy doesn't cover you for 12 months as advertised, don't even know what amount is insured if you still have to pay after claiming, RCS added more cost and then handed the account over to MBD debit collection, they add their cost to the account, consulting fees and etc, I disputed, so now I learned that the consumer act and other laws don't apply to RCS and that the company has employees that do things at their own discretion making decisions with disregard to laws.