Unresolved *****ulent Activity on Builders Warehouse Account

Dear Builders Customer Service and Management,

I am writing to formally request an urgent escalation and resolution regarding a serious case of internal ***** and a security breach that took place at the Builders Warehouse North Riding branch.

Summary of Events

In June 2025, I returned a faulty inverter to the Builders Warehouse North Riding store.

Your team informed me that the inverter could not be repaired, and the refund value of R10,000 was credited to my partner’s Builders Account.

When attempting to use the refund, we were advised that my partner needed to update his cellphone number on the account, as this was causing a blockage.

While he was on the phone with Builders Customer Service to update his number, he received an email notification that the R10,000 credit had been used to purchase a washing machine, which was delivered to an address in Pretoria, a transaction neither of us authorised.

The Customer Service agent assisting us confirmed that there has been an increase in such ***** cases involving Builders staff, and advised us to open a police case and submit the case number, which we did.

Investigation and Outcome

The investigation took two months, during which we had to constantly follow up with no meaningful feedback.

In August 2025, we were informed that Builders is not responsible for the security breach.

This response is unacceptable. The evidence clearly points to an internal security lapse within the Builders Warehouse North Riding branch, where an employee was able to access a customer account and commit *****.

Why We Are Requesting Escalation

Builders Warehouse’s internal systems and security protocols failed to protect customer information and account credits.

A Builders staff member gained unauthorised access to the account and committed ***** while we were simultaneously on the phone with Customer Service.

Builders has not taken accountability for:

The breach of personal information

The *****ulent transaction

The financial loss due to internal misconduct

The distress, inconvenience, and time wasted resolving an issue caused by inadequate internal controls

Requested Resolution

We request the following:

Immediate escalation to senior management or the head of Customer Experience and Security.

A full written explanation of how the internal security breach occurred.

Full reimbur*****t of the R10,000 that was ****** through your system due to internal misconduct.

Confirmation of what corrective steps are being taken to address ***** involving Builders staff, as acknowledged by your own Customer Service agent.

A formal apology for the mishandling of this matter and the prolonged, unresolved investigation.

Given the seriousness of the incident and the confirmation from your own staff that similar cases have increased, we expect Builders Warehouse to prioritise this matter urgently.

Please acknowledge receipt of this email and provide a timeline for escalation and resolution within 5 working days.

Kind regards, Lameez