Monitor, TFG & Exact Jabulani Mall Incompetence and Disgraceful Service

I am outraged at the way my approved claim for R2299.00 has been handled at Exact Jabulani Mall.

After waiting what feels like decades for this claim to be approved, I am now subjected to further unnecessary struggles just to receive the device. Despite the claim being fully approved, the store staff demanded an excess payment, scanned the phone, and then refused to hand it over. Their excuse was that “the system is giving an error because the phone is on sale.” This is completely unacceptable. Internal system errors or promotional pricing have nothing to do with my claim. I am entitled to my replacement device as approved, without additional charges or delays.

I specifically chose the Honor X5c Plus 128GB Dual SIM, valued at R2299.90, which matches the approved claim amount. I have attached proof of the device’s value and proof that the excess was paid. At no stage before payment was I informed that there would be any issue with the device being on sale. I paid the excess in good faith, and it is not my problem that the store’s system cannot process a claim because of its own pricing or promotional setup.

This obstruction is disgraceful and directly impacts me, as I rely on this device for work purposes. The refusal to release the phone after scanning it shows a complete disregard for the customer.

I demand immediate corrective action. I bought this device with my own money, insured it with my own money, paid premiums with my own money, and even paid the excess fee with my own money yet I still do not have a device.

Monitor has proven to be ***********, and the service at TFG Exact Jabulani Mall is unacceptable. I will not continue begging for assistance or running back and forth to the store like a headless chicken only to be told I cannot be helped.

I expect feedback before COB today. If I do not receive feedback by close of business, I will escalate the matter further and take it to social media. This is bull**** and I will not tolerate it any longer.