Refund withheld after misrepresented BMW returned – WeBuyCars Dome

I am extremely frustrated with the way WeBuyCars at the Dome branch is handling my case.

In February, I purchased a BMW that was advertised as a 328i, but it turned out to actually be a 316i. This is a clear case of misrepresentation.

On 2 March, I formally logged a complaint and submitted all requested documentation to my assigned case manager, Yvonne Engelbrecht. After providing proof of the incorrect advertising, I returned the vehicle to the Dome branch on 6 March.

Despite the fact that WeBuyCars has had the vehicle back for 10 days, they are still holding my refund.

Communication has been extremely poor. Since the complaint was logged, Yvonne has only responded three times — twice to request documents and once with a brief message stating: “Your cancellation request is still under review. I will update you with feedback once received.”

Since then, all my emails and calls have been ignored.

On 11 March, I was informed that the refund process would take 3–5 working days. That timeframe has effectively passed, yet there has been no payment and no communication.

This situation is unacceptable. I am currently without a car and without my money, despite returning the vehicle promptly once the misrepresentation was confirmed.

This appears to be a clear violation of the Consumer Protection Act (South Africa) and contradicts the December 2025 Consent Order signed between WeBuyCars and the National Consumer Commission regarding consumer complaints and fair conduct.

If this matter is not resolved immediately, I will have no choice but to escalate it further with the National Consumer Commission, the Motor Industry Ombudsman of South Africa, and pursue additional remedies available to me under the Consumer Protection Act (South Africa).