Query *** Account Reconciliation Bradlows

It is extremely disappointing to experience what appears to be unfair treatment by Bradlows, particularly when dealing with elderly and vulnerable clients. My aunt is elderly and unwell, and this matter has caused her unnecessary stress and frustration.

My aunt previously had an account with Bradlows, and unfortunately, this has been a very unpleasant and distressing experience.

According to the total amount repayable, the amount was R29,262.40. However, she has made payments totaling R29,868.00, resulting in an apparent overpayment of R605.60.

The issue is that when Lionel Evans calculated the payments, he excluded the R1,500 payment from his calculation, even though this payment clearly appears on the account statement. Therefore, the payment has been made and is reflected on the statement, but it was not included in the calculation provided to us.

Lionel Evans was the person who provided the contract documents and the spreadsheet showing the payments. Since 28 August 2026, we have been waiting for him to explain why the R1,500 payment, which is clearly reflected on the statement, was excluded from his calculation. To date, we have still not received a response.

This lack of communication is extremely frustrating, particularly because my aunt is elderly and unwell and has already experienced unnecessary stress as a result of this matter.

We therefore request that Bradlows urgently: Provide a complete and accurate reconciliation of the account.

Explain why the R1,500 payment reflected on the statement was excluded from the calculation.

Confirm the total amount actually paid by my aunt. Confirm the correct amount of any overpayment. Refund any amount that is due to my aunt.

Provide a written explanation regarding the delay in responding to this matter. We would appreciate this matter being investigated and resolved as soon as possible. We have been waiting for a response since 28 August 2026, and we do not believe it is reasonable for an elderly client to continue experiencing this level of stress over an account that should be capable of being properly reconciled.

Should we fail to receive a satisfactory written response and resolution within a reasonable timeframe, we will have no alternative but to escalate this matter to the appropriate **Ombudsman and relevant consumer protection authorities** for further investigation. Note. We would prefer to resolve this matter directly with Bradlows, but the continued lack of response since 28 August 2026 is unacceptable, and we expect the matter to be addressed without further delay.