Irrate client.

I'm writing to express my disappointment and frustration with the service I've received from your branch (Shop 57 shoping centre Mayfield Square, Lurie Rd. Shangrila, Benoni, 1513). On 4th of January 2026, I took a loan against my phone and settled it on 28th of February 2026, after extending the loan term once. Despite paying off the loan, I wasn't returned my phone as the store claimed it was ******. I have been communicating with a lady named Gladys, whom I believe is managing or supervising the store. On the day of settling the loan she advised she would claim my device from the head office, latest being the 2nd of February, which would be on a Monday. Three weeks later, I'm still waiting for a resolution, and I am still without a device.

My concerns are: - I've been given excuses about claiming from head office, but no clear update on my phone's status. Rather it is one excuse after the other. - The replacement phone offered has a lower battery life (84-85%) than my original phone (90%).

I request: 1. An immediate return of my original phone or a replacement with the same or better condition (90%+ battery life).

My loan details: - Loan taken: 4 January - Loan settled: 28 February 2026 - Phone make/model: iPhone 14 (128GB)

Please address this matter urgently. My contact details are 0685868548/thandekatembe56@gmail.com

I will be awaiting correspondence with a clear resolution plan.

Thandeka Ndabeni