HiFi Corp / Connect Finance credit application failure: repeated resubmissions, wasted travel costs, no accountability or escalation

I am lodging this complaint regarding HiFi Corp (Home Tech Sleep) and the Connect Finance credit application process. Since 14 December 2025, this has been handled with unacceptable incompetence, poor communication, and no ownership—resulting in repeated submissions of the same documents, unnecessary travel, and no final outcome.

This matter has reached the point where I believe HiFi Corp’s process is operationally defective and unfair to customers, particularly where the customer is forced to repeatedly fix internal tracking and administration failures.

Detailed timeline (with dates)

14 Dec 2025 – Online application I completed an online Connect Finance application via the HiFi Corp website. I only received a confirmation email telling me to call 0860 459 459, which did not result in any resolution. When I eventually reached Connect Finance, they advised they had no record of my application and told me to go into a store—making the “apply online” option misleading and ineffective.

16 Dec 2025 – Connect Finance email I received an email from Tlhokane Mabela stating my application was not processed and had been re-submitted, and that the outcome would be sent via SMS. No SMS or update was ever received.

17 Dec 2025 – Canal Walk store visit I visited Canal Walk HiFi Corp (Home Tech Sleep). Consultant Jude checked and confirmed there was no application on record. I therefore completed an in-store application and submitted all required documents.

20 Dec 2025 – Return trip due to store processing error I was contacted and told to return because my ID had not been scanned/copied, and that my certified copy was allegedly not valid. This required another trip from Malmesbury, costing approximately R150 in petrol, purely due to internal handling errors. I again provided the requested bank statement and was told that my salary amount must be highlighted—even though it is clearly marked as salary.

22 Dec 2025 – Call centre conduct and incorrect instruction I contacted Connect Finance and was told I must return to the store and redo the entire application again. An agent disconnected the call when I requested a manager. I later spoke to Lerato (Manager) who was reasonable and attempted to assist, but the matter remained unresolved.

22 Dec 2025 – HiFi Corp support ticket I logged a support ticket with HiFi Corp via Facebook Messenger: #9000465437. I was told “Senior Management will assist.”

23 Dec 2025 – No senior management contact / repeated resubmission request By 10:00 on 23 Dec, no senior manager had called. Later, it became apparent the matter had not been properly handed over. I spoke to Andile in-store (who was helpful and called me back), but I was then told my application and bank statements need to be submitted again (likely for the third time) because the reference number “is not the same.” This is an internal system/process failure—my salary is clearly reflected on the bank statements already provided.

Why this complaint is serious

The online system appears to generate confirmations without proper application tracking.

Store staff failed to correctly process and retain documents, requiring repeated submissions.

I incurred direct costs and wasted time due to mistakes that were not mine.

Escalations were promised (“Senior Management to assist”) but not actioned.

I have still received no final outcome, only repeated instructions to restart the process.

I app**** through HiFi Corp, therefore HiFi Corp must take responsibility to manage the process end-to-end with its credit partner. It is unreasonable to place the burden on the customer to chase the finance provider and resolve internal reference and submission issues.

Resolution required

Written confirmation of whether a valid application exists, including the correct reference number.

A final decision/outcome communicated to me immediately (approval/decline) or a single final request list—no further “redo the application” cycles.

A clear written explanation of what went wrong and how HiFi Corp will prevent this from happening to other customers.

Consideration of compensation for wasted travel costs caused by avoidable process errors.

I request urgent intervention and a written response.

Adenaan 079 162 2093