HORRIBLE SERVICE

I am writing to express my deep disappointment with the service I have received regarding a dispute I logged with your bank. On 25 July 2025, I made a payment of R2020 from my Bidvest Bank account to a company called Rentoza, intending to rent mobile phones. Unfortunately, Rentoza failed to deliver the goods and has since cancelled the order. It has now been over 43 days since the transaction, and I have yet to receive a refund. On Tuesday last week, I submitted a dispute form through your official channels. The form clearly stated that the resolution would take 7 days. However, when I followed up on Thursday, I was informed that the matter is now under investigation and may take up to 32 days to resolve. I would like to clarify that this is not a ***** case. I made the payment myself, and I have already provided all the necessary supporting documents. The issue is straightforward: goods and services were not delivered. There is no need for a lengthy investigation. I urge you to resolve this matter as soon as possible. If I do not receive a satisfactory response within the next few days, I will be forced to escalate the issue by lodging a formal complaint with the Banking Ombudsman. I trust you will treat this matter with the urgency it deserves.