Terrible service

will like to escalate a query I have with Lewis store particularly in Mafikeng/ Ina Peters and the lady that contacted me from the Head office by the name of Gloria Pontac, at this point am not even certain if the surname is correct as she hanged up on me. I have been a customer since a couple of years back and have obviously purchased few items with the store and never missed a payment. Last year I purchased a queen bed from Lewis store in Mafikeng and requested that the store debit my account monthly on my payday this is enough proof that they have my full details that never changed. This year April I suggested to buy another bed in instalment again, I was assist by a Mr Sebokolodi and his manager and the process went smooth. Am uncertain of the date however I received a call from Mr Sebokolodi advising that the store did not debit my account and Afrikaans lady is ordered that I pay, how is that my problem, if I had the appetite to run around making payments to stores I wouldn’t have requested that I be debited in the 1st place. Below is what I requested from the store on the day of purchase • Debit my account on my payday, as with the first bed purchased last year • I selected the 36 months payment schedule On the 15/05/2023 I received a call from a neighbour advising that the Lewis people are at my parent’s house to collect the bed, he then passed the phone to the lady from Lewis. I asked her the reason why they are collecting the bed and she advised the they are taking the bed due to non payment and I asked her whos responsible to facilitate payment as I requested to be debit and she advised that it was the store and she further said this in quote “I know this wrong however the Afrikaan lady does not understand so she instructed them to collect the bed” I further requested the name of the Afrikaans lady as mentioned by staff and she advised that her name is Ina Peters and she is a regional manager. Firstly this is disturbing to me that she made mention that she’s Afrikaans and she doesn’t understand, is this done because am black or is it a blanket thing. While Lewis accounts departments failed to do their job I further decided to escalated this to the head office and I spoke to the lady by the name of Tema that log a query call for me and provided a ref number 811157 for my call and further advise that I’ll receive a call the following day (16/05/2023) for further investigation

Indeed I received a call from a lady from by the name of Gloria Pontac and she advised that she is following up regarding my query I briefly explained my case and she advised that she contacted Ina and Ina advised that she tried debit my account on the 01/05/2023 and there was no funds in my account, firstly that’s a blatant lie as there was money in my account and I have to mention I was furious at this point at the lies that an elderly woman a whole regional manager can tell to protect herself and her carelessness. I informed Gloria that I can provide a bank statement as proof that there was money in my account. Gloria didn’t do any better she became rude and told me why I should worry because the bed is taken and no longer have to pay anyway, what gives this woman a right to tell me about my financial life. She then hanged up the phone on my ear. Since all calls are recorded please by all means listen to my call with Gloria.

Below is what infuriates me as an individual a loyal customers • The continuous disrespect I received from Ina and Gloria • Staff keeps indicating that Ina is Afrikaans and not understanding – am uncertain if this is mentioned to instil fear or not. o This already is giving me a perception that am receiving this treatment due to skin colour. o She failed to debit my account and seemly it is now my fault o The bed been collected o Further lies that there was no money in my account all is this because am black and I cannot afford. o Because she’s Afrikaans I must be scared and not exercise my rights as she’s not understanding as mention o I hope this is not a racial situation as the Afrikaans race keeps popping up however this is how I feel • When I informed Gloria that I can provide a statement as proof, she boldly told me that its pointless that I share a statement as there is nothing is can do and its no longer in her hands, please Lewis explain to me why was Gloria assigned to my case while there’s nothing she can do for the customer • No apology no nothing but rude • Lewis what happened to customer service, is this how you treat us • Even if I was chose to pay the account and not be debited, already with 1st missed payment and the store is already collecting items • Please show me in the contract that I signed where it states that the store has the right to miss debiting clients and the automatically it becomes the clients fault/responsibility • I requested that Gloria to pass the phone to her manager or a senior as she clearly stated that she’s unable to assist, she advised in her rude voice that I cannot speak to anyone at that point and I will be contacted. • Am sitting like fool not knowing who will be calling and when Can this be sorted, am no longer interested in the bed and I hope this doesn’t give my name a bad review as your staff did not bother to their work.