Isabella Garcia International: Two Years of Delivery Failures, Unauthorized Debits, and Broken Promises

I am writing this to detail a protracted and deeply frustrating dispute with Isabella Garcia International, characterized by repeated organizational failures, non-delivery of products, and a continuous refusal to action a membership cancellation and refund.

The Core Issues: Since late 2025, funds were deducted from my account in September and December for orders that were either significantly delayed or never delivered. On one occasion, I was sent an incorrect item (a white handbag) instead of the black one ordered. To "compensate" for these failures, a Specialised Client Liaison promised me two R1500 vouchers (totaling R3000) during a January 2026 phone call. These vouchers, due in January and February, were never received. To make matters worse, an unauthorized debit was performed in March 2026.

Chronology of Failure:

May 2024: My first request for cancellation was ignored after essential documentation (transcripts/T&Cs) was never emailed to me. I was told my profile could not be located.

Late 2025: Unauthorized debits and non-delivery resumed.

January 2026: I officially refused delivery and demanded a full refund. I was promised by Masana Ngobeni (Specialised Client Liaison) that my account was on hold and cancellation was in progress. This was a hollow promise.

February 2026: The company unilaterally closed all my open support tickets, citing a "system transition." I was forced to restart my query from scratch while being bombarded with unsolicited marketing calls and spam.

March 2026: After following up with Amukelani Matsala, I was told the request was "escalated" but required "finalization by a relevant department"—a common delaying tactic.

Formal Escalation: On 11 March 2026, I lodged a formal complaint with the Western Cape Office of the Consumer Protector (***-001077). Despite this, Isabella Garcia’s Assistant Manager, Andri Olivier, attempted to shift the burden of proof onto me by requesting a breakdown of unreceived orders (information already on my profile) and citing a 60-day refund policy—ignoring that the delays were caused entirely by their own incompetence.

Current Status: As of April 2026, I have filed a formal complaint with the NCC. The company continues to use "departmental finalization" as a roadblock to avoid collecting their products and issuing my refund. Their refusal to utilize their own customer data to resolve this is a blatant display of bad faith.

Final Demand: Isabella Garcia International, I require one of two outcomes immediately:

Issue the two R1500 compensation vouchers as promised in January.

Immediately close my account, refund all unauthorized debits, and arrange for the collection of your items.

I will not be silenced by "system transitions" or departmental delays. Professionalism and POPI compliance are non-negotiable.