Complaint Regarding Electric Bike Service and Contract.

Complaint Regarding Electric Bike Service and Contract.

Good day, I am writing to raise a formal complaint regarding the electric bike agreement that commenced in June 2024. Since receiving the bike, I have experienced ongoing service-related issues. At the outset, I was advised that the battery would be replaced every six months; however, no battery replacement has been provided to date. Approximately three months ago, your team collected my daughter's bike for repairs or assessment. Since then, we have not received any communication regarding the nature of the problem, the status of the repair, or an expected return date. I have consistently met my monthly payment obligations for the past two years, amounting to approximately R40,800. Despite this, the replacement bike currently in our possession is completely non-operational. I have also been informed that the bike was deactivated remotely by your company. If the bike has indeed been deactivated, I would appreciate clarification as to why this action was taken while my account remains paid up and I am entitled to use the service until 27 July. At present, I am continuing to pay for a service that I am unable to use. I request a prompt explanation regarding: The status of the original bike. The reason for the reported deactivation. The steps that will be taken to restore the service. Any compensation or account adjustment for the period during which the service has not been available. I would appreciate your urgent attention to this matter and look forward to your response.