Faulty Washing Machine, Unresolved Warranty & Unfair Deductions

I am writing to formally complain about the poor service and unfair treatment my grandfather has received regarding a washing machine purchased from Palm Springs Store (Lewis) approximately three years ago. The washing machine only worked for about five months after purchase. While it was still under warranty, we reported the fault to the store. We were informed that the machine would be collected and repaired; however, this never happened. Despite numerous follow-ups, the washing machine has never been fetched or fixed and remains unusable. What is deeply concerning is that Lewis has continued to deduct monthly instalments from my grandfather’s social grant, even though the washing machine has not been working and the issue was reported within the warranty period. Each time we visit the store to enquire, we are repeatedly told that the machine will be collected “within 24 hours,” but no action has ever been taken. We also escalated the matter to the store manager, yet nothing has been resolved. The most distressing part is that on 3 February 2026, the final instalment will be deducted for a washing machine that has been faulty for most of the contract period and was never repaired or replaced. This situation reflects a clear failure to honour the warranty and raises serious concerns about the exploitation of senior citizens who rely solely on grant income. My grandfather has paid in full for a product he could not use. We request immediate intervention, a full investigation into this matter, and appropriate compensation or refund. This issue has caused unnecessary financial strain and emotional distress. We expect urgent feedback and resolution