Subject: Formal Concern Regarding Unexplained Charges, Poor Customer Service, and Lack of Transparency – Branch 849 Evaton Mall

Subject: Formal Concern Regarding Unexplained Charges, Poor Customer Service, and Lack of Transparency – Branch 849 Evaton Mall Dear Truworths I am writing to formally raise a concern following a disappointing and confusing experience at your Branch 849 located at Evaton Mall. Earlier this month, I purchased with an expected outstanding amount of approximately R210. However, upon returning to the branch to make payment, I was informed that the amount due was now R274, with a monthly instalment of R109. When I inquired about the difference, I was told that R66 had been added as an annual fee, something that, according to the staff, is charged every year. This came as a surprise to me, as I was never made aware of such a recurring charge. To gain clarity, the service consultant and branch manager contacted your Head Office, where I was connected to a representative named Amanda, who unfortunately refused to provide her surname despite asking me to confirm my full identity. I find this troubling and against principles of transparency and fairness (particularly concerning Treating Customers Fairly TCF regulations). Instead of escalating my concern appropriately or offering to investigate, Amanda simply advised me to call back the next day or return to the branch a response that I felt lacked the customer-centric approach your brand claims to uphold. Furthermore, I requested: 1. A copy of the contract that shows I agreed to a R66 annual fee. 2. A full statement for the past 9 years (since 2009, when I opened the account) to verify whether this fee was consistently charged and paid. 3. Clarification on how my first instalment was calculated as R109, despite an arrangement to pay the R209 balance over 6 months. Additionally, I observed that neither the service consultant nor the branch manager was wearing name tags, making it difficult to identify who assisted me. The manager declined to take accountability and instead gave me a number to call Head Office, rather than resolving the issue in-branch. This does not reflect the values of constructive leadership, customer retention, or long-term value creation that your company promotes. ________________________________________ In summary, I respectfully request the following: 1. That your employees be trained in professional, respectful customer service grounded in Ubuntu and empathy. 2. A copy of the contract I signed agreeing to a R66 annual fee. 3. A 9-year statement showing annual R66 deductions (if applicable). 4. A breakdown of how the R109 instalment amount was calculated for a balance of approximately R209 over 6 months.