Store ******, Contracts Not Upheld and Customers Lose?

On Thursday 4th August I went into the Lakeside Mall Cash Crusaders branch to settle my contract, as I had taken a loan the month before using my Huawei P20 cell phone as collateral.

At that point I was asked to wait for a manager, who casually strolls in 10min later and tells me "yeah I'm sorry, but the store was ****** on Sunday and your item was ******, so unfortunately we both going to lose!"

(My phone with personal info, and the pin which they write down and keep with device)

Which I respond surely there's insurance and cover for this sort of thing etc.

Which he confirms there is but will pay me "market value"

(This was about the 5th or 6th time i used my phone as collateral with them and took amounts ranging from R500-R1000, on a phone that's worth approx R3500 as is.)

He then proceeds to read the terms and conditions of agreement, and the clause states something to the effect of..."in the event item is ****** we will pay *market value"

He then follows up with, I'm going to pay you R1200, less the R800 loan amount, so basically the different of R400.

Which I obviously said was ridiculous, and how is that market value and I would need to see some evidence to that effect.

He then on the fly, says yes we will pay you "store market value", which is a clear breach of legal agreement but regardless, I still asked to supply me with some Analysis, evidence or anything to that effect, which he refused.

He would not entertain any discussion in this regard, he would not answer any questions, even simple questions like: - what is your escalation process - are you part of a franchise and is a head office responsible for this store - what is your role, manager, owner? - what is your name?

He just kept on repeating "that's all we can do", He then just takes off walking to the cashier refusing to talk further. He asks the cashier to print a receipt and give him some cash.

While he's doing that, I walk over the cellphone display and see the exact same phone as mine, priced at R3599.

I then asked him how did he reach his average, if the only one available is at that price etc, which he rep**** "that one they bought"....why is that different who knows, he also fails to realise I didn't sell my phone to them, and if I wanted too. I wasn't going to sell it for R1200, and the price he's selling the one in the cabinet is market value!

He then walks over to me and shoves a receipt and money in my hand, squashed up at that and starts to walk back into his office. As he walks off, he remarks "I can go complain to whoever I want too"

Throughout the engagement, this rude/temperamental/ and non sensical ****bag of an individual displayed such a grotesque don't care attitude, and was so confident in assuming there would be no repercussions that it makes me wonder what's really going on?

Is this a franchisee gone rouge committing insurance ***** and about to flee...., a manager recently fired and about to jump over a bridge.....or is his name Mr. Crusader himself, hence the secrecy.

Either way it's highly irregular and suspicious, as no formal documentation or notification of the incident was provided, no saps case number, no contractual documentation acknowledging terms and purchase of ****** phone, .....nothing... just a receipt to say I settled my previous loan, i.e the ****** phone lol.

This experience is more akin to dealing with your local neighbourhood loan shark. If customers are not protected or covered from theft of their goods while in the stores possession, and receive no documentation, and contractual terms are changed in discretion by someone who lacks the maturity and intellect to have a reasonable discussion.... then Cash Crusaders is just as shady as your neighbourhood loan shark.

So herewith outlined below, is my complaint, in which I would like some one of sound mind who represents the Cash Crusaders brand, to investigate and respond accordingly to below:

- Can head office confirm they are aware of this ******** incident and a saps case was indeed opened and we are not being fleeced. -What are the franchisees obligations and defined process when incidents of store ******ies occur? - Why was I not notified earlier that my device was ****** and information compromised? (Btw...I did receive a 48hr contract payment due notification on Tuesday, 2days after the phone had already been ****** lol) - How is it possible that a store can operate under a supposedly reputable, recognised brand and have such a blatant disregard for the relevant laws and regulations....whether it be protection of personal information or abiding to terms contained in signed legal agreements....seems like there was absolutely no consideration for any of it. - what is going to be done from a head office perspective with regards to reviewing and remedying the breach of agreement, or adequately proving the alternative of fulfilment and compliance. - Feedback where relevant on the status of that individual, whether it be owner or employee, if he's going to be allowed to continue to work or operate under the brand and license then I think some accountability is required and commitment on how these issues will be addressed.

I look forward to a response and this is my first of potentially many escalations. And I will do as suggested and pursue all channels a available, assuming the "owner" has skipped the country yet.

Regards T