Misled by PEP Lemon Tree: Refusing refund for incorrect Xtraview voucher

I am writing to formally lodge a complaint regarding a purchase made at PEP Lemon Tree, Alberton, and the subsequent poor service and misinformation provided by your staff. I am requesting a full refund for both a DStv decoder and an installation voucher.

Background and Timeline: December 31, 2025: I visited the store to purchase a decoder specifically for Xtraview. Despite my explicit explanation that I already have an existing installation and only require Xtraview setup, the sales assistant insisted I purchase a full installation voucher. She assured me this voucher covered Xtraview and advised me to find my own installer as the store’s designated installer was "unreliable."

January 1, 2026: Upon contacting independent installers, I was informed that the PEP voucher fee is insufficient to cover Xtraview requirements (such as the Smart LNB). I contacted DStv ***), who clarified that the voucher is store-specific and must be used by the PEP-designated installer.

January 2, 2026: I returned to the store. Staff eventually contacted their installer, Thabo ***), who agreed to come the following day.

January 3, 2026: I contacted Thabo, the installer and he refused to honor the voucher price. He stated he would lose money because the Smart LNB is expensive, claiming PEP made a mistake. He demanded I pay extra for labor and parts. I declined and informed him I would be returning the unit.

January 4, 2026: I returned to PEP Lemon Tree for a full refund. The store offered to refund the decoder but refused to refund the installation voucher. A staff member even suggested a highly unprofessional "workaround" by offering to sell my voucher to a future customer and then paying me.

Escalation: I spoke with a Customer Care agent named Martin ***), who also stated a refund could not be processed, despite this situation being caused by incorrect advice from PEP staff.

The Issue: I was sold a product and a service under false pretenses. I explicitly asked for Xtraview; your staff sold me a standard installation voucher and gave me incorrect information regarding its usage and coverage. I am now being asked to pay additional costs to an installer for a mistake made by your sales team.

Required Resolution: I am not satisfied with the suggestion to wait for another customer to "buy" my voucher. I require a full refund of both the decoder and the installation voucher immediately, as the service sold is not fit for the purpose I requested.

The Legal Basis for my Refund: Under the Consumer Protection Act, I am entitled to a refund because: Misrepresentation: I was sold a service under the false assurance that it covered Xtraview. Unfit for Purpose: The product sold (standard installation voucher) is technically insufficient for the specific purpose I requested. Failed Service: The designated installer refused to perform the work without additional private payment

The suggestion by store staff to "leave my number so they can sell my voucher to another customer" is highly unprofessional and unacceptable. I expect a direct refund from PEP Stores for the error made by your employees.

I look forward to a response confirming that my refund has been processed. If this is not resolved, I will be forced to escalate this matter to the Consumer Goods and Services Ombudsman (CGSO).

Contact details: *** / ***

Sincerely,

Roseline-Faith Stevenson