RCS Inefficiency.

As at 18th June 2025, still no paid-up letter received from RCS.

Latest update just obtained. Payment has been allocated. Account was apparently sold to DMC, therefore I was advised that I must follow up with them for the paid up letter. more hoops to jump through!! The email address provided resulted in a undelivered response, forcing me to call. The contact number provided resulted in me receiving DMC’s reference number – ***5. DMC's agent could not advise what the correct email address was for person dealing with this matter (whose email bounced) nor could she transfer me through to that person, as they are all working from home. She advised that they had received this query on 13th June and that it takes 7 days to resolve a query. She suggested that I call back on Monday.

I tried to send an email to the DMC email address that RCS provided. It was returned undelivered. I then called but found no joy. DMC’s agent could not put me through to the person you referred to in the email (Sisanda - *** ) nor provide me with her direct line. I was told that DMC received this query only on 13th and that it takes 7 days to resolve, therefore I should call back next week Monday. This morning, I received a call from an agent of DMC who said that she would WhatsApp and Email me. She said that I must WhatsApp everything to them. She was going to email and WhatsApp me the correct details. This agent said that that DMC would then immediately issue the paid-up letter. Yesterday I received an SMS from DMC indicating that R14k was owed to settle this debt, which completely ignored everything that had proceeded. “Mr ****en, DMC has purchased your RCS Finance account, balance: R14566.00. Click on https://d.dmc.co.za/MbnkOD, Call ***. Protecting your information is important to us. View our policy https://d.dmc.co.za/0glkla. DMC: Resolving Debt Fairly.” I went onto their platform and outlined what had transpired…. The contractual agreement was with RCS. An offer of R7000 was made to RCS to settle this debt. RCS rejected this offer and advised that the settlement amount was R11655. On 7 May 2025 , a request was made for the banking details. After waiting two weeks and receiving no response, on 20 May 2025 payment was made to RCS Card bank approved beneficiary. Proof of payment and a screenshot of banking app was sent to RCS with a request for the paid-up letter. After many requests to receive this paid-up letter via telephone and email RCS told me that the account was sold to DMC and that I must contact them to get the paid-up letter. I emailed ***, my email was returned. I then contacted the number that RCS provided without joy. Today I received another SMS: “Mr ****en, your RCS Finance account is eligible for a discount of up to R3966. Contact us on WhatsApp http://d.dmc.co.za/vxoUNR or visit https://d.dmc.co.za/yc82MY to take up this offer. Email ***, Call ***. ***. DMC: Resolving Debt Fairly” Considering that after the discount more than that amount has already been paid I demand a paid-up letter. I have now had enough of been referred from pillar to post. From RCS to DMC. This consumer was indebted to RCS. RCS must do the running around and get me the paid-up letter. The fact that RCS sold the account is not my problem. Unless this matter is sorted by today, I will refer this matter to the Ombud for Banking Services.

A completely unacceptable response from RCS.
It is a wonder that RCS remains in business?

1. The debt was with RCS
2. The settlement balance was provided by RCS.
3. The account was settled with RCS.
4. The proof of settlement was sent to RCS.
5. The paid-up letter was requested from RCS.
6. The consumer was never dealing with DMC and was not informed that his account was sold to DMC.
7. RCS abrogate responsibility and refers the request to DMC to issue the paid-up letter.

I have communicated with DMC and they advised that it would take another 14 - 31 working days to resolve, which is totally unacceptable, considering the amount of time (over a month) that has already passed.

Below is a copy of DMC's response:
Thank you for contacting us. You have reached DMC Debt Management, you are chatting to Khanyiso. We appreciate your communication and am determined to resolve this issue as soon as possible, I've been assigned to assist you. Thank you for providing me with your details Please note that your settled query has been escalated to our Resolution department and they are in the process of investigating. Your settled query could take up to 14 to 31 working days to resolve. You will be updated on the progress of your query via SMS/Email. Thank you reaching out to DMC and please do not hesitate to chat to us again should you have any further queries. If there is nothing further, please enjoy the rest of your day further. Kind regards,
Help Desk Team

AS AT 27 JUNE 2025 - After having received a conference call yesterday in which the consumer, RCS and DMC were on the line we still awaiting the paid-up letter for the RCS account that was settled on 20th May 2025. A complaint has now been lodged with the OMBUD FOR BANKING SERVICES and an appeal made to the CREDIT BUREAUS to update their records accordingly, to reflect that this account has been settled, as clearly RCS / DMC cannot get their act together quick enough to the consumer's satisfaction.

As at 8 July 2025 this issue remains unresolved.

RCS glibly states that they sold this account to DMC and therefore it will take 30 days because of the transfer transfer period as confirmed by DMC. This is after the settlement balance was confirmed with RCS and payment made to RCS on 20 May 2025.

What RCS does not seem to accept is that this problem should not be the consumer's problem. RCS need not even have mentioned DMC's name they should have sorted this out internally. Instead after liaising with them for a month, they opted to refer me to DMC. I soon realised that dealing with DMC was worse than dealing with RCS. The emal address provided was returned undelivered. The phone number of the person dealing with the account at DMC went to a call centre and the agent was unable to transfer the call as their staff all work from home.

DMC was not mentioned when the settlement balance was provided by RCS. Nor did they say that payment must be made to DMC. Today I downloaded a credit bureau report for this consumer and the RCS debt of R14k is still reflected as owing.

As at 23 July 2025 this issue remains unresolved. The National Finance Ombud Scheme (NFO) is now investigating this matter. RCS responded to NFO:-
Kindly be advised, we have communicated with the customer on the 18/06/2025 via email to provide feedback that the payment customer made on the RCS loan account is reflecting on our side however, because the account is charged off and was sold to DMC,DMC will be able to assist with the paid up letter. DMC contact details is- Contact Details: *** Email Address: *** Trust the above is in order.

The problem with this response of RCS, is they make the consumer do all the running around. THat email address returns emails undelivered. That phone gets one put through to a call centre, where your firstly are put on hold for a long time. Eventually when you do get to speak to some one no progress in getting a paid up letter is made.