Formal Complaint – Unresponsive Branch Manager & Unresolved Deposit Hold

I am writing to formally lodge a complaint regarding the unacceptable service I have received from your King Shaka International Airport branch, specifically concerning the handling of my deposit refund and the complete lack of responsiveness from the branch manager, Ms. Seshni.

On March 19, 2025, I returned a rental vehicle to your branch. A deposit hold of R3,800 was placed on my credit card. Since that date, I have made multiple attempts to have this hold released, yet the issue remains unresolved.

Despite numerous phone calls and messages left with your staff, Ms. Seshni has failed to return a single call. Her staff have assured me repeatedly that they have relayed my messages, even confirming that WhatsApp messages were sent to her. However, Ms. Seshni remains unresponsive. Every time I call, I am told she is either on a call or in a meeting and will get back to me, which has not happened.

On March 26, 2025, I spoke with a staff member named Tash, who informed me that the funds had not been released and that she would follow up with the bank. Yet, nothing has been done. Today, I spoke with another consultant, Sneh, who confirmed that the funds are still not released, and they are supposedly engaging with the bank to resolve the matter. This contradicts a previous statement from Ms. Seshni, who claimed the funds had been released on March 20, 2025—a statement that is clearly false.

I find it completely unacceptable that a branch manager in a customer service role refuses to communicate with a paying customer who has been waiting for over two weeks for a resolution. The lack of professionalism and accountability is extremely disappointing. Meanwhile, my credit card remains blocked for the amount, and I am incurring unnecessary debit interest due to the delay.

I demand the following actions be taken immediately: 1. The deposit hold of R3,800 on my credit card must be released today, without any further delays. 2. I require a formal apology from Ms. Seshni for her lack of responsiveness and failure to provide proper customer service. 3. I expect a response from senior management regarding this complaint before the close of business today.

Failure to address this matter urgently will leave me with no choice but to escalate my complaint to consumer protection authorities, social media platforms, and consumer review sites such as HelloPeter.

I trust that you will take this matter seriously and provide me with the resolution I rightfully deserve. I expect a written confirmation of the resolution by the end of today.

I look forward to your prompt response.

Sincerely, Jayseelan ( Donovan )