Poor Customer Service and Missing Mobile Phone in Rage Jabulani Mall

I am extremely disappointed with the way this matter has been handled by your store.

On 27 August 2026, my niece accidentally left her cellphone in the store. She realized this within approximately 10 minutes and immediately returned to the store, only to be informed that store footage could only be accessed if she provided an affidavit.

Acting on this instruction, she promptly blacklisted the phone and obtained the required affidavit. When she returned to submit the documentation on Saturday, she was informed by Neli Khulu that she would need to return during the week.

Today, when she followed up again, Rose from Customer Service advised telephonically that the footage is only available on the same day that the incident occurs. This directly contradicts the information previously provided to us and has caused significant frustration and inconvenience.

The inconsistent responses we have received have created the impression that there is little willingness to assist and raise concerns about how this matter has been managed. We are deeply dissatisfied and concerned that the opportunity to properly investigate what happened to the phone has been lost.

We respectfully request that a senior manager contact us urgently to discuss a way forward. At the very least, we would appreciate every effort being made to review or make available any relevant footage so that we can establish what happened to the device and obtain some closure on this matter.

We look forward to your prompt response.

Kind regards