poor service delivered

Dear Astron Energy Customer Relations Team,

Trust you well.

I am escalating a formal complaint regarding negligent service received at your [Pongola(KZN) Astron station] on 05 April 2026. During my visit, I specifically requested that water be added to my vehicle. This request was not actioned, and I was not informed that it had not been done. Shortly after leaving the service station, my vehicle overheated and broke down, resulting in engine damage and significant inconvenience. As a result, I experienced: Mechanical failure and costly repairs Financial loss and transport disruption Severe emotional distress, which led to physical illness

I request that Astron Energy urgently investigate the matter and advise on appropriate resolution, including compensation for verified losses.

This incident was preventable and reflects a failure in duty of care by the service station staff.

I contacted the area manager for assistance. During this call, the area manager was rude, terminated the call abruptly, and when I called back to request her name, she refused to identify herself and instructed me to email her instead.

I comp**** and emailed her as requested. Her response was unsatisfactory and re**** solely on CCTV screenshots, which do not reflect or disprove the service I requested, nor do they address the failure to inform me that the water was not added. I rep**** to her email on 09 April, providing further clarification. To date, I have received no response. This prolonged silence, combined with the manner in which I was treated, has compounded my distress and reflects poorly on Astron Energy’s customer care and escalation processes.

Supporting documentation is available upon request.

I look forward to your prompt response.

Kind regards, Zanele Thusi ***