Complaint Closed but Not Resolved – ***: Case number 2***

Complaint Closed but Not Resolved – *** Case number 2026 - 345842

The above complaint has been marked as closed; however, the matter remains unresolved.

We are now entering the 6th month since this case was first reported in January 2026, and we still have not received any meaningful update or clear explanation regarding the progress of the investigation or what actions are being taken to resolve the matter.

The ***** Analyst assigned to the case, L. Mametja (***), has not kept us adequately informed. The last communication we received was a request for additional documents and information, which were promptly submitted on 15th of May. At the same time, we requested clarity on the next steps in the process as well as an estimated timeframe for feedback. To date, no response has been received.

Our frustration continues to grow as we are repeatedly asked to provide documents and information since the matter was reported, but there is little to no communication regarding the status of the investigation. It feels as though we are being sent from one department to another without receiving any substantive feedback or indication of progress.

We understand that ***** investigations can take time; however, 6 months without proper communication, updates, or a clear way forward is unacceptable. As customers, we simply want transparency and an honest explanation of what is happening with this case.

We respectfully request urgent intervention from a senior representative who can review this matter, provide a comprehensive update, and advise on when we can realistically expect a resolution.

Please can someone assist us and explain exactly what is happening with this case.