Terrible Terrible Customer Service at Pep cell in this mall

I am writing to formally follow up on the matter I reported regarding the misrepresentation of a Wi-Fi router I purchased from PEP Cell Vincent Park (East London) on 5 November 2025, and the severe unprofessional and discriminatory conduct I experienced when attempting to return the device on 7 November 2025.

I submitted my complaint through all channels provided, including:

Your store-level escalation link posted in response to my Google review

Multiple calls to PEP Customer Care, speaking to three different agents

A store visit where the device and proof of purchase were returned

To date:

No one has contacted me,

The issue remains unresolved,

And I have received contradictory and dismissive responses from customer care staff.

This continued lack of resolution is unacceptable.

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Legal Basis for Resolution

The product I purchased did not meet the advertised specifications, and therefore falls under:

Section 29 & 41 of the Consumer Protection Act (CPA): Prohibiting misleading or deceptive marketing, and

Section 56(2): Right to return defective or misrepresented goods within 6 months for refund, repair, or replacement.

Furthermore, during the attempted return, I was subjected to verbal abuse and xenophobic remarks by a staff member, which is a direct violation of:

CPA Section 14: Fair and Respectful Treatment

The Employment Equity Act, and

South Africa’s Anti-************** Framework.

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My Request is Clear and Reasonable

I am requesting:

1. A full refund for the product that was misrepresented, and

2. A formal written response regarding the conduct of the staff member involved, and

3. Confirmation of corrective steps taken to prevent recurrence.

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Response Deadline

Please provide a written response within 5 business days of receipt of this message.

If no resolution is provided within this timeframe, I will proceed with formal escalation to:

The Consumer Goods & Services Ombud (CGSO)

The South African Human Rights Commission (SAHRC) (regarding discriminatory conduct)

Vincent Park Centre Management, and

The Daily Dispatch & provincial tourism governance stakeholders

This is not a threat — it is a formal and lawful escalation procedure. I remain willing to resolve this cooperatively and professionally, but further silence or delay will leave me no choice but to proceed formally.