Urgent Attention Required: Poor Customer Service Experience

Subject: Urgent Attention Required: Poor Customer Service Experience Dear Weelee Midstream Customer Service Team, Reference number: IS*** I hope this message finds you well. I am writing to formally express my concerns regarding the poor customer service I recently experienced while seeking assistance with my vehicle purchase through Weelee. 7 October 2024 Pensioner who bought a white Opel Meriva from salesperson Frikkie, with the agreement that the car would be serviced. The service light appeared at 150,000 km. 8 October 2024 My son died. 9 October 2024 Weelee delivered the vehicle. 14 October 2024 Rudie, my son, sent a WhatsApp message to Frikkie. He mentioned the car has stalled a few times, happens when the car comes to a stand still and you need to accelerate. It stalls. Feels like there is no clutch. The vehicle itself has difficulty starting. 15 October 2024 I contacted Frikkie telephonically and via WhatsApp about the faults, and he requested to bring in the car to Weelee. 16 October 2024 Take the car back to Weelee and complete the documentation for the car sale. 18 October 2024 Frikkie informed me that he was waiting for approval before the work could begin. He directed me to communicate directly with Jonathan, the workshop manager. I tried reaching Jonathan several times by phone and even called the head office but to no avail. Eventually, I was referred to contact Nick, the sales manager, but I did not have any success with that either. 24 October 2024 Customer care contacted, refer to After Salesperson Thembiso. Thembiso called me back several times, He repeatedly asked Jonathan what was going on with the car, and the client wanted to know. He comes with no answer and, they have been aware of the problem with the car for a long time.

25 October 2024 25/10/2024 Dear retha, Thank you for reaching out to us and bringing this matter to our attention. We have received your request and it has been logged under the reference number IS***. Our team is currently reviewing the details of your request, and we will get back to you within 48 Hours with an update or resolution. If we require any additional information, we will contact you directly. In the meantime, if you have any further questions or need additional assistance, please do not hesitate to contact us at ***, and quote your reference number. Thank you for your patience. Best regards, Weelee Customer Care Department 26 October 2024 My son and I drove to them. Frikkie and Thembiso's hands have been cut off, they get no answers from the management. Jonathan as well as any of the management did not work that day. 28 October 2024 I contacted Thembiso during the day, he still could not give me any answer and referred me to another Sales Manager - Tumi Mokwena. Contacted him several times, number only went directly to voice message, and I left a message. No return calls.

1 November 2024 Absolutely no answer on the vehicle.

I reached out to your team for support concerning the ongoing issues with my car. While I understand that challenges can arise in any service industry, I was disappointed by your representatives' lack of responsiveness and clarity. My inquiries were met with delays and vague responses, leaving me frustrated and uncertain about the status of my vehicle. I kindly request that my car be prioritized for repair and that I be kept informed throughout the process or that my money is refunded. Thank you for your attention to this matter. I look forward to your prompt response and a resolution that restores my faith in Weelee's customer service. Sincerely, Retha van der Westhuizen. ***