Urgent Escalation – Claim Denial and Lack of Communication

Dear Rochester Management Team,

I am writing to formally escalate a matter of serious concern regarding the handling of my claim. Despite following up on the issue, the claim has been further declined, and communication from your team has been close to nonexistent.

To recap:

On 29 September 2025, I was assured that my couch would either be replaced or that I could select another item of equal value. I chose replacement, with the understanding that the matter would be resolved promptly.

After prior approval and multiple follow-ups, the claim was not only denied but reversed without adequate explanation.

Communication from your team regarding this matter has been minimal, causing considerable frustration and anxiety.

Given the repeated lack of transparency and accountability, I am requesting that senior management urgently review this matter and provide a resolution in line with fair business practices and the Consumer Protection Act.

I trust that Rochester will act in good faith to resolve this matter without further delay. I request a written response outlining your plan to review and resolve this issue within five (5) working days.

Thank you for your prompt attention.

Sincerely, Lebogang Mogorosi