Refund delay, failure to provide customer service and refund policy upon request

Subject: Deep Disappointment in Your Poor Customer Service – Unresolved Refund Request (a whole one week of waiting)

To whom it may concern,

I am writing to express my absolute disappointment with the level of shockingly poor service we have received from Plumblink. We app**** for a refund on Tuesday (27 May 2025)of last week, and as of today—Monday (2 June 2025) —we wake up to NOT having received any refund, no resolution, and no accountability.

Instead of clear communication and efficient processing, we have been sent from pillar to post, with no one taking proper responsibility or offering a concrete update. On Saturday, 31 May we attempted to reach the Branch Manager who had made the commitment that by Friday the refund would reflect in our account without a doubt when a follow up call was put through to him on Thursday (29 May 2025) but were told that he is off duty and the team that was meant to process the payment doesn't work on weekends. We asked for escalation so that this could be resolved immediately but that's when we were kept on the phone for over an hour and in the end noone could even share with the refund policy and Plumblink's Customer Service policy as per the request at that point.

This is completely unacceptable and reflects poorly on the standards we expected from your company.

This delay has caused serious financial repercussions. The funds in question were meant to enable my husband to invoice his client. Because the refund has not been received, he has not been able to invoice, and we have not been paid.

It is now month-end/ new month and our debit orders are due. Since these are going to bounce, this is a direct consequence of your failure to resolve this matter timeously. We are now facing potential bank penalties and damaged credit standing, all because of your neglect. Coupled with the bill of having stayed in Jhb for the weekend instead of being back home in Durban, as the assignment that brought us to Jhb was supposed to be done and dusted before the end of the month.

We are formally expecting resolution without further delay.

Sincerely, Funeka Sogoni *** / ***