LEWIS STORE Request for Investigation: Unfair Account Interest and Insurance Failure

Dear Lewis Customer Service,

I am writing to express my disappointment regarding the handling of my account and insurance claim. I opened an account with Lewis in 2021 and consistently paid my instalments on time until February 2025, when I lost my job. My last payment was made in January 2025. At that point, I contacted Lewis to inform you that I was temporarily unable to pay and that my credit life insurance (added when I opened the account) should cover the instalments. However, I received no response or acknowledgement of my request.

I also requested a detailed statement, but the information provided was unclear and inconsistent. When I stopped paying, my balance was around R1,800–R2,000. To my surprise, when I recently followed up, I was informed that the account now stands at R5,000 — despite my monthly instalment (including insurance) being only R480. It appears that the months I was unable to pay have been charged as additional “interest,” which seems unfair under the circumstances.

Furthermore, when I requested a separate statement — one from Lewis and one from Monarch Insurance — so that I could address each matter individually, I did not receive the clarity or assistance I needed. If the insurance could not assist me when I genuinely needed it, I will be seeking a refund of all insurance premiums paid.

I request that this matter be investigated urgently and that I be provided with:

A full, itemized Lewis account statement, excluding insurance charges.

A separate Monarch Insurance statement.

Written clarification regarding why my insurance did not cover my payments during unemployment.

I have been a loyal customer since 2021, but this experience has left me extremely disappointed. I hope Lewis will take this matter seriously and resolve it promptly.I will also notify the ncr as well as the ombudsman.