Unfulfilled Commitments and Lack of Response – Request for Resolution

I am writing to formally express my deep dissatisfaction with the handling of our account application and the promised delivery of our Merchant device.

We submitted our application on August 25th, 2025, along with all required documentation. Since then, we have followed up multiple times via email specifically on August 25th, September 16th, and September 17th yet we have received no response, no update, and no meaningful assistance. This process has been mismanaged from the outset.

During a 30-minute call with Charles in the week of September 13th, we clearly selected the product we required. A delivery was promised. To date, we have not received the device. I have made numerous follow-ups, all of which were ignored until you, Imraan eventually responded, stating that all paperwork had been completed and that I should expect a call regarding delivery.

Despite this assurance, no device was delivered. I was forced to call you directly today because Charles, our assigned banker, has consistently failed to act or respond to these issues. Now, I am being told that the delivery will not happen without any valid explanation.

This is unacceptable.

We have invested time, trust, and operational planning into this process, and the lack of accountability and transparency is deeply concerning. If this matter is not resolved immediately, I will have no choice but to escalate it further through formal channels.

Furthermore, I request that you provide the full recording of the meeting held on September 19th, which included our Directors and Charles. This recording is critical for internal review and accountability.

I expect a prompt and professional response to this message.

We are prepared to escalate this issue if necessary.