Formal Complaint: outstanding cashback promotion - ABSA & Takealot

Dear Absa/Takealot,

I am writing to formally lodge a complaint regarding a promotional offer that has not been honoured.

I purchased an Apple laptop from Takealot using my Absa Bank credit card, based on a promotion which clearly stated that customers would receive 10% cashback on the value of their purchase when using an Absa credit card.

Despite meeting all the requirements of this promotion, I have yet to receive the cashback owed to me.

I have made multiple attempts to resolve this matter through the appropriate channels, however I have been passed between departments without any resolution. It has now been 15 working days, and I have neither received the cashback nor any clear communication or timeline regarding when this will be resolved.

This level of service is extremely disappointing. A promotion of this nature directly influences purchasing decisions, and failure to honour it undermines customer trust.

I request the following as a matter of urgency:

A clear explanation for the delay in resolving this matter

If this issue is not resolved promptly, I will have no choice but to escalate the matter further.

I look forward to your urgent response.

Kind regards, Nadine