Formal Complaint – *****ulent and Inhumane Conduct by Phakama Funerals (Reg No: 2013/207406/07), Mpumalanga Province

I am writing to lodge a formal complaint against Phakama Funerals (Reg No: 2013/207406/07), based in Mpumalanga Province, for *****ulent, exploitative, and ********* conduct following the passing of my brother, Mr. Aron Mbulawa Nkosi, on 6 October 2025. On the same day of his passing, my brother’s body was taken by Phakama Funerals. Upon arrival, I clearly informed Mr. Ali Mkhwa**** of Phakama Funerals that I wished to use Shisane Funeral Undertakers, our preferred and trusted funeral service provider, to handle the arrangements. Mr. Mkhwa**** refused, stating that Phakama Funerals “does not have a mutual relationship” with Shisane Funerals. Despite my repeated and respectful requests to have my brother’s body released, Mr. Mkhwa**** refused to cooperate unless I paid a large sum of money. Initially, he demanded R50,500.00, which he later reduced to R25,000, and finally settled on R15,000 for so-called “removal and storage fees” from 6 October 2025 to 10 October 2025 — a period of only five days. This charge was not only excessive and exploitative, but it was also *****ulent, based on evidence I have collected after further inquiry. I have in my possession: • A voice recording of Mr. Ali Mkhwa**** confirming to my colleague that the company’s standard storage fee ranges from R150 to R500 per day when a family opts to use their own undertaker. • WhatsApp messages from Ms. Sibongile Mahlangu, an employee of Phakama Funerals, confirming the same rate structure. • A tax invoice from Phakama Funerals billing me R15,000, marked “Paid.” • Proof of payment made to Ms. Sibongile Mahlangu’s personal bank account, comprising R10,000 (paid on 09/10/2025 – attached proof) and R5,000 (separate transaction). • Contacet Number: 0732724453 • Address: 720 Stive Mahlangu Street • Siyabuswa, Mpumalanga. This behavior is deeply inhuman, unprofessional, and ********. It is disgraceful that a registered funeral business would exploit grieving families at their most vulnerable moment for financial gain. Such conduct undermines public trust in the funeral industry and violates both the Funeral Services Code of Conduct and the Consumer Protection Act (CPA). I am therefore requesting that the relevant authorities take the following urgent actions: 1. Launch a full investigation into the conduct and pricing practices of Phakama Funerals (Reg No: 2013/207406/07). 2. Take disciplinary and legal action against those responsible, including Mr. Ali Mkhwa**** and Ms. Sibongile Mahlangu. 3. Facilitate a refund of the overcharged amount to my family. 4. Implement stronger regulatory oversight to prevent the exploitation of bereaved families in future. For your reference and verification, I have attached the following supporting documents and evidence: • Attachment A: Voice note recording with Mr. Ali Mkhwa**** • Attachment B: WhatsApp chat screenshots with Ms. Sibongile Mahlangu • Attachment C: Tax invoice marked “Paid” from Phakama Funerals • Attachment D: Proof of payment (R10,000) from African Bank dated 09/10/2025 • Attachment E: Proof of payment (R5,000) second transaction This entire experience has left my family and me emotionally distressed and financially burdened during an already painful time. I sincerely hope that your offices will treat this matter with the urgency, integrity, and compassion it demands. Thank you for your attention and commitment to protecting consumers and upholding ethical standards within the funeral sector. Yours faithfully, Mr. Moses Nkosi