Shocking cold and appalling service management

My experience with RCS and their employees has been nothing short of devastating.

During the month of January I was contacted by RCS to make payment on my Game account in arrears. I informed the consultant of why I did not make payment and also indicated my intention to pay the following month, having also confirmed the amount to be paid. The consultant informed me that this would be updated on system to confirm my intention. I requested for no further call backs as from my understanding, I clearly indicated the intention to pay (payment plan). The consultant assured me that I would not receive further calls as I have communicated my intention. I received a second call whereby I explained what had happened during the first call. The second consultant informed me that I needed to arrange my payment plan via a whatsapp contact number. I mentioned that I would complete this and also reiterated the dealings which occurred during the previous call. Again I was assured that I would not receive further calls. On the 25th of January 2022, I received a call from RCS again. These calls will ultimately be billed to me. I spoke to an agent named Ashriaf Abrahams. I again proceeded to explain to this agent what I had with the second agent. This guy showed me no empathy whatsoever. Even after explaining the amount of accumulated stress I am under financially, even after expressing that I have enrolled in an anti suicide programme due to my declining state of mental wellbeing, I was addressed with coldness, callousness and sheer disregard. When explaining the seriousness of providing support to a customer like myself given all details of my interactions, Ashriaf became emotional and started to ask if I am threatening him. Imagine a customer in tears because of their exasperation with this situation being asked if they are now threatening the consultant. Putrid service. I then asked to speak to his manager. I was spoken to by Chemise Solomon who reports to Monecia Fortuin. Chemise greeted me with even more disdain and disregard than her agent. Out of anger and dissatisfaction with not being treated like a human being, I said that I would settle the whole account. Chemise took great pleasure in repeating that I will pay the entire account, failing to deliver even an iota of empathy, and more so failing to identify my vulnerability as a customer. Post this experience, i immediately get 2 smses from RCS. The first states that I have ignored all communications from RCS, of which there are call recordings which prove otherwise. The second clearly shows a payment plan having been set up for the entire account amount to be settled. I cannot begin to aptly articulate the degree of disheartenment I feel towards RCS, Ashriaf Abrahams and Chemise Solomon from the Cape Town call centre. They have done a disservice to me. My questions to the RCS group are as follows: 1. Do you train people on empathy? 2. Is your staff skilled to deal with people under extreme financial pressure, bordering on being suicidal? 3. Do you actually care about your customers and their wellbeing? 4. Why was my payment plan not set up during the first call, yet Chemise created the payment plan after getting frustrated with me? 5. How do I proceed with this situation knowing my wellbeing is a cause of frustration for the call center staff?

Yours in extreme disbelief, sadness and utter heartbreak, Naideen