Cash Crusaders HQ and Lambton branch stalling online refund (Ticket 19589)

I purchased a Samsung Galaxy J5 online (Order #***). Before ordering, I did my due diligence and called the Lambton branch on Friday, 31 July 2026 at 13:00 (an 8-minute, 15-second call) to confirm I could send my own courier to collect it on my behalf. The staff approved this and waived the ID policy since they recognised my authorisation. However, the branch packed the completely wrong phone model (J5 Prime).

On the morning of Wednesday, 5 August 2026, I received the parcel and promptly lodged a formal written complaint via email at 11:37 with supporting images and documents. On Friday, 7 August 2026 at 11:27, I received a call from Cash Crusaders HQ telling me I must communicate with the franchise directly as they (franchises) are independently owned, stating customer service would only step in if communicating with the franchise was unhelpful.

Following HQ's instructions, I called the Lambton branch on Friday, 7 August 2026 at 14:03 (a 5-minute, 45-second call). The staff explicitly agreed to refund my full total of R697.65 to cover the phone and the courier costs incurred due to their packing error. Since that call, communication from the franchise has dwindled to what is now absolute silence. After I provided my location details for the collection, they merely made excuses about not delivering to my area, promised to contact me during the day, and then completely went radio silent instead of arranging the return courier.

Communicating with the franchise has now officially proven to be completely unhelpful. I do not have the mental bandwidth to keep chasing them. I demand that Cash Crusaders Corporate step in immediately as promised, arrange a national courier to collect this incorrect phone, and process my total refund of R697.65 under Ticket 19589.