Icebolethu Failed to Deliver Services We Paid for During Our Time of Grief

On 13 July 2026, we were assisted by a sales consultant, Wendy Chambal, who sold us Package No. 9 for R42,000 using a printed price list. She carefully explained everything included in the package, and based on that information, we paid in full. We also paid separately for catering.

After we left, we were called back and told the consultant had forgotten to charge us a R3,000 catering delivery fee because she was new. We paid it without argument.

A few hours later, we received another call saying the consultant had used the wrong price list and that we now had to pay for the grave ourselves. We returned to the branch, where staff initially denied the existence of the price list they had used. Only after refusing to leave did Branch Manager Nthabiseng Mokone find the original price list in her emails, admit that the mistake was Icebolethu’s, apologise, and assure us that the company would cover the grave costs.

We believed the matter had been resolved.

However, on the day of the funeral, several services listed on our invoice were not provided, including the PA system, toilet facilities, and grave marker. These were services we had paid for.

When I raised this with the branch manager, I was told that because Icebolethu had paid the grave costs after their mistake, they could not provide the other services listed on our invoice. In other words, they decided to substitute services we had already paid for without our knowledge or consent.

Their mistake should never have become our burden. We entered into a contract based on the information provided by their employee, paid the full amount, and expected the agreed services to be delivered. Instead, while mourning the loss of a child, we had to fight for what we had already paid for.

I have documentary evidence, including the original and revised price lists, the invoice, and WhatsApp messages in which the branch manager acknowledges the mistake and becomes rude at the end and sent an email to ICebolethu.

I am seeking a refund for the services that were paid for but never rendered, as well as accountability for the way our family was treated during one of the most difficult times of our lives. I sincerely hope no other grieving family has to experience what we did.