THEMBELA LEWIS HEAD OFFICE STAFF UNBELIEVABLE SERVICE!!!

Dear Lewis Customer Services,

I am utterly appalled at the experience I had with one of your consultants, Thembela, this morning. Her conduct was completely unacceptable. She was rude, dismissive and displayed an attitude that made it obvious she had no interest in assisting a customer.

When I asked to speak to someone else, she sarcastically told me to “decide who you want to speak to because she’s the one on the phone.” This is disgraceful behaviour for anyone representing a national retail brand. Frankly, it is the worst customer service I have ever experienced.

On top of this, the underlying issue – my account statements – remains unresolved despite numerous complaints. In December my statement reflected around R17 000. Since January, R2 000 per month has been deducted. By simple arithmetic, my balance should now be in the region of R3 000 (with R12 000–R14 000 already paid). Yet your staff are now claiming my balance is R8 000.

This is not only inconsistent, it is alarming. Your calculations are plainly wrong, your records are clearly not updated with the credit bureau, and your repeated promises to fix this have been empty. Nothing changes.

Lewis cannot continue to treat customers in this way. This is a breach of trust and basic customer-care standards. Unless this matter is immediately escalated and corrected — both the account discrepancies and the behaviour of your staff — I will have no choice but to escalate my complaint to the Consumer Goods & Services Ombud, the National Credit Regulator and other relevant authorities.

Please treat this as a matter of urgency and confirm in writing what steps Lewis will take to:

1. Correct my account balance and issue up-to-date statements.

2. Take disciplinary action against Thembela for her behaviour.

3. Ensure this level of service never happens again.