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franscois P

1 reviews | Active since Sept 2025

23 Sept 2025, 10:34

Cash Crusaders George CBD sold our Epiphone Les Paul despite proof of payments — no reply from Head Office (Complaint ***)

Summary: Cash Crusaders George CBD sold my husband’s Epiphone Les Paul (pawn contract DBOT***) and the Roadrunner case on 21 Aug 2025, despite multiple EFT payments being made and received by the store. I lodged a formal complaint with Cash Crusaders (Ref 11600) on 8 Sept 2025 and escalated on 19 Sept 2025, but Head Office/Customer Service have not responded.

Key facts (verifiable):

Contract date: 18 June 2025 (DBOT***). Loan R1,800.

EFTs made: R400 (1 Jul), R350 (28 Jul), R350 (29 Aug) — same reference used.

Store has admitted receipt of funds (totalling R1,100) but its ledger screenshot shows R0.00 allocated.

No SMS, email or phone notice was sent advising arrears or risk of sale despite correct contact details being on file.

The Roadrunner hard case was sold with the guitar but was not listed on the contract. We were never told the case could be forfeited without compensation. That case model is not available in South Africa and requires import.

I have repeatedly requested the store’s pawn account ledger and have documented all communication. Branch replies have been defensive; Customer Service/Head Office have not rep****.

Action taken so far:

Formal complaint to Cash Crusaders (Ref 11600, 08/09/2025).

Escalation emails to Customer Service/Head Office (no reply).

I am now lodging the same complaint with the Consumer Goods & Services Ombud and the National Credit Regulator.

What I want: immediate Head Office intervention — either the return of the guitar and case, or fair compensation for their full replacement value (guitar + case).

Attachments available on request: contract, bank proof of payment, email thread and WhatsApp logs.

Please share if you’ve had similar experiences at this branch — consumers deserve fair treatment.

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Replies (2)
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franscois P's update26 Sept 2025, 13:22
Reviewer Update
Follow-Up (Posted 27 September 2025):
I am extremely disappointed that since my first complaint on HelloPeter and my formal complaint lodged with Cash Crusaders (***), I have still not received any response from Head Office or Customer Service.
The last correspondence from the George CBD branch was on 11 September 2025. Since then, I have sent multiple emails (12/09, 19/09, 23/09) copying in Customer Service, yet there has been no acknowledgement at all.
I have also formally followed up again on 27 September 2025, and still nothing.
This ongoing silence from both the branch and Head Office is unacceptable, especially given the seriousness of the matter: my guitar and case (valued far above the loan) were sold despite payments being made and received.
I again call on Cash Crusaders to urgently resolve this matter, or I will pursue it fully with the Consumer Goods & Services Ombud and the National Credit Regulator.
fP
franscois P's update01 Oct 2025, 12:12
Reviewer Update
Follow-Up (28 September 2025):
I am heartbroken and deeply frustrated with how this has been handled.
My guitar, which I brought from the United States in 2011 and kept in mint condition, was sold by Cash Crusaders George CBD despite the fact that payments were made and received. This was not just a financial asset, but something of huge sentimental value that cannot be replaced.
My original complaint (Ref: 11600) was lodged on 08 September 2025, yet I have had no proper response since 11 September. Instead, a secondary ticket was closed without any action, and my actual complaint remains unresolved.
I have emailed repeatedly (08/09, 09/09, 12/09, 19/09, 23/09), copied in Customer Service every time, and even tried contacting Cash Crusaders on their social media platforms — but I have been met with silence.
To make matters worse, the branch itself admitted to receiving my payments (R1,100 in total), but still failed to allocate them or contact me before selling my guitar. They also removed Customer Service from email threads, delayed providing records, and even sent selectively cropped WhatsApp screenshots.
I have now escalated the matter to the National Credit Regulator (NCR) and the Consumer Goods & Services Ombud (CGSO), but it is astounding that a company of this size has allowed it to reach this point.
All I want is accountability and a fair resolution — but the silence from Cash Crusaders has been deafening.