Urgent Complaint Regarding Assault and Violation of Consumer Rights

I am writing to formally lodge a complaint regarding a serious incident involving my pep cell at your

Mabopane Central City branch on December 24, 2024. This is my second attempt to seek resolution, and I expect immediate action.

On December 23, 2024, my uncle purchased a flash machine from your store. The following day, he returned to request a refund for personal reasons. The item was undamaged, and he had valid proof of purchase. However, your store manager refused the refund, and the cashier verbally abused him. When he persisted, your staff called complex security, who proceeded to assault him and attempted to rob him. He was then taken to the security offices, where three police officers witnessed the assault. The police later escorted him back to the store, where he was finally issued a refund.

An assault charge has been filed, and we have a medical certificate as proof of the injuries sustained. This incident is a gross violation of consumer rights, human dignity, and personal safety.

According to Section 61 of the Consumer Protection Act (CPA) No. 68 of 2008, consumers have the right to safe, fair, and dignified treatment. Additionally, under Section 12(1)(c) of the Constitution of South Africa, every individual has the right to be free from violence. The actions of your staff and security personnel were not only ********* but *******, constituting assault and reckless endangerment.

We demand the following:

A formal written apology to Mr. Motshologi. Appropriate disciplinary action against the staff and security personnel involved. Financial compensation for the physical and emotional trauma caused. A commitment from your company to ensure proper staff training to prevent similar incidents. We expect an official response within seven (7) days. Failure to address this matter appropriately may result in legal action against your store and complex security for assault, defamation, and violation of consumer rights.

A case number has been lodged with the police, and we expect full compliance with the law.