Urgent Complaint – Failure to Update Contact Details & Service Impact

REQ984409

I am writing to formally lodge a complaint regarding your continued failure to update my phone number despite multiple requests over several months. I have repeatedly contacted your support channels to have this issue resolved, but no meaningful assistance has been provided. Specifically, I have attempted to engage with Mpho Lloyd, Fortunate, and Vuyelwa, all of whom have failed to assist in resolving this matter.

I have also reached out to Escalations at Tsogo Sun.

As a result of your inaction:

I have not received important benefits and milestone notifications My access to rewards has been blocked My overall experience with your service has been significantly negatively impacted

To make matters worse, I am unable to update my phone number independently, as your “forgot username/password” functionality on the website does not work. This has left me completely dependent on your support team, which has unfortunately been ineffective to date. This situation is unacceptable. I request that:

My phone number be updated immediately Any missed benefits, milestones, or rewards be reviewed and reinstated where applicable A clear explanation be provided as to why this issue has persisted for several months

Please treat this matter with urgency. If I do not receive a satisfactory response within 24 hours of this email, I will escalate this matter to the relevant Ombudsman and governing board for further investigation.