Unprofessional Service and Failure to Address a Formal Account Dispute – Lewis Stores Parys

I am extremely disappointed with the service I have received from Lewis Stores, specifically regarding my account with their Parys branch.

I am disputing the outstanding balance on my account because I cannot reconcile the amount being claimed with the substantial payments I have made. Before making lump-sum payments, I had already paid approximately six monthly instalments of ***. I subsequently made two lump-sum payments of *** and ***, bringing my total lump-sum payments to ***, excluding my monthly instalments.

Despite these payments, I was informed that my outstanding balance had increased. When I approached the Parys branch to seek clarification, the explanations provided did not adequately address my concerns.

I subsequently lodged a formal complaint with Lewis Stores Customer Care, clearly requesting that the matter be escalated to the accounts/finance department. I specifically requested a detailed reconciliation of my account, including confirmation of all payments received, how my lump-sum payments were allocated, a breakdown of interest and additional charges, and a clear explanation of how my outstanding balance was calculated.

In response, I received a statement reflecting an outstanding balance of ***. However, the statement does not adequately explain the discrepancies I raised or provide the transparent reconciliation I specifically requested.

**What is particularly frustrating is that I have taken the appropriate steps to resolve this matter internally, yet my concerns remain unanswered.** I have clearly explained the problem and the information required, but the response has failed to provide a satisfactory resolution. The experience has been just as disappointing as my interactions with the store.

As a customer, I expect professionalism, accountability and transparency, particularly when dealing with financial matters. Instead, I feel that my complaint has not been given the attention it deserves. It is unacceptable to have to repeatedly pursue a company for a clear explanation of an account balance when substantial payments have already been made.

I am not refusing to pay legitimate amounts owed. I am demanding a proper explanation and verification of the balance being claimed. There is a significant difference between requesting payment and demonstrating transparently how that amount has been calculated.

**I am now preparing to escalate this matter to the relevant consumer protection and credit regulatory authorities.** I will provide the correspondence, the statement supp**** by Lewis Stores and my available payment records as supporting evidence.

I hope Lewis Stores takes this complaint seriously and investigates the matter properly. Customers deserve to be treated fairly, and formal complaints should receive meaningful responses rather than documentation that leaves the original concerns unresolved.

**My experience has been deeply disappointing, and I would caution other consumers to keep copies of all payment receipts and correspondence when dealing with account disputes.**

I expect Lewis Stores to take responsibility for resolving this matter and to demonstrate the level of professionalism and transparency that customers have a right to expect.