Shocking customer experience from RCS

I have been a customer of Pick n Pay for years, purchasing all my main groceries from PnP. To get to my problem. On 18th February I went to the Pick n Pay clothing store in Tyger valley to do some purchases. To my amazement I was told my card was blocked. I could not understand this, because the previous day I received a SMS reminding me that I had a credit of R34000. I regularly pay the full outstanding balance on my statement well before due date. So, it was not an arrears problem. With the assistance of the manager, we established that the card was blocked because on the 16th of February someone made two big purchases at a family store in Johannesburg- the total was R12,000. At the time of purchases, I was in Cape Town. The whole day I was involved in lecturing, There are 18 students who would confirm this. Obviously, this was a case of *****. This surprised me as I never lost my Smart Shopper Credit Card, nor did I disclose my PIN to anyone, other than my wife. Consequently, as requested, I completed an Affidavit reporting the *****ulent purchases, with ID etc., which the store manager emailed to RCS. When I later contacted RCS to enquire about progress, I was informed RCS was still waiting for the Affidavit. I was surprised because the store manager had forwarded the details as instructed by email. So, she re-sent the Affidavit. This was also lost by RCS. On three occasions she had to send the affidavit. On 24th February I received a SMS confirming that the documents had been received and an investigation was launched and would be finalized within 21 days. Now this whole matter has been costly as I have linked my Pick n Pay Credit card to my Discovery health benefits where I receive 50% on heathy eating. Now I was blocked and could not enjoy my 50% discount converted to Discovery Miles. On 28th March I received this SMS “The investigation on your Pick n Pay card has been finalized. Your new secure card is ready for collection from your nearest Pick n Pay store free of charge. Please take your Green barcoded or Smart ID with when collecting your new card. RCS *****.’ In response I first went to PNP Willowbridge. However, the staff member there was not at all helpful, so I left, and the following day, I went back to see the store manager, at Tyger Valley PnP clothing. She contacted RCS help line. I had to reapply for a Smart Credit card. I thought the card would be ready to collect but was prepared to go through the ordeal of dealing with RCS ‘help’, ‘customer service’ line. I gave all my details to the consultant. However, that did not seem enough, I was put through to another consultant who asked the same questions. In the meantime, the store manager[who is a star] was trying to assist me with the telephone while attending to many customers. While this was going on I received this message, ‘PnP Smart Shopper card number *** was replaced’. A minute later this message came through ‘Hi your PnP call *** has been completed we appreciate your continued support.’ So now it seemed the matter was resolved. However, on checking, the store manager found that my new card was also blocked. When she contacted RCS again, they told her they needed a photocopy of my ID document. When she informed them, they had a copy of me ID, they denied having it. So, she resent the document. All this took over an hour on the phone and at the end nothing was resolved. I arranged to revisit the store today [31st] when we would again phone RCS, having resent my ID. However, due to transport problems, the store manager was not in, and I did not want to start with someone new. So, right now, I am no further. I can’t go through this frustration again. I am also disturbed that I have not been given details of how the ***** took place. How could this happen? Could my card have been cloned at a PnP store – I do not know. I have addressed a letter to the General Manager of Pick n Pay. One of the reasons why I did this is to draw his attention to RCS. I have yet to find [other than a government department] such incompetence and lack to customer relations. This has not been my first incident with RCS – on at least 3 occasions they blocked my card – once because I put in the wrong number – but on the second inserting of my number, which was now correct, they still blocked my card. Again, the manager assisted me but it took over an hour on the phone. Perhaps I am the only dissatisfied customer, but I do not think so; I have now spoken to 3 store managers who state that RCs is giving PnP a bad name. With respect, I wonder whether top management should not have RCS investigated. It is hard to get through to them by phone and when one does, one is put through from one person to another and one has to go through the whole ordeal – it can take from 30min to an hour to resolve an issue with them. I have now decided to buy from Woolworths, where I can also benefit from Discovery miles for healthy eating. Unless this matter is resolved to my satisfaction [that sounds rather arrogant] I will no longer be a customer of Pick n Pay, which saddens me, as my problem is not your firm but RCS. Wagner