Months of delays, poor communication and closure of case without any attempt to resolve from the CGSO

I lodged a complaint with the Consumer Goods and Services Ombud (CGSO) in March 2026 against a resort that terminated my contract. My complaint was straightforward: I wanted my money refunded following the termination of the contract.

Unfortunately, my experience with the CGSO has been just as frustrating as the original dispute.

My case was initially handled by Mlondi Msomi, who engaged with the service provider. The response I received indicated that the resort might reconsider repayments of the capital portion. This was not what I had complained about. I was seeking a refund of the money I had paid, not a reconsideration of capital repayments.

Throughout the process, I had to send repeated follow-up emails, often every two to three weeks, because I was not receiving updates. After approximately three months, I was informed in June that my case had been referred to adjudicator Bonita Hughes.

The lack of communication continued. I only received feedback on 10 July, after I had complained about the lack of updates. I was told that my case was still under investigation. After that, I heard nothing further until I followed up again.

I sent further follow-ups in August and September. In September, I was eventually told that the CGSO was waiting for a response from the supplier. On 29 September 2026, I received a letter informing me that the CGSO had closed my case because the supplier had not responded.

What is particularly disappointing is that my complaint was closed without addressing the refund I had sought from the beginning.

Following the closure, I requested copies of the CGSO's communications with the supplier. I need these records to support my escalation of the matter to the National Consumer Commission (NCC). Despite numerous follow-up emails, I have still not received the requested correspondence or a meaningful response to my request.

I understand that the CGSO cannot necessarily compel a supplier to respond. However, I expected timely communication, transparency about the steps taken to resolve my complaint, and guidance on what to do when the supplier failed to cooperate.

Instead, I have spent months chasing updates, only to have my matter closed without a resolution. I am now also struggling to obtain the records I need to pursue the dispute further.

What I am asking the CGSO to do:

Provide copies of the relevant correspondence and records of its attempts to engage the supplier.

Explain why my complaint was closed without addressing my original request for a refund.

Review the handling of my case, particularly the prolonged lack of communication.

Advise whether my case can be reconsidered or what further assistance is available.

Respond to my outstanding request so that I can proceed with my escalation to the NCC.

I lodged my complaint in good faith, expecting assistance in resolving a consumer dispute. I am deeply disappointed by the delays, lack of communication and the fact that, months later, I remain without a refund or the information I need to take the matter further.

I hope CGSO management will take this complaint seriously and provide a meaningful response.