Urgent Complaint – Failed Delivery of SIM Card Order | Consignment for Pi Powered by MTN | 14 May 2026*

To: Customer Service Manager Courier It – A Division of RTT Group Nelspruit Branch & Head Office South Africa

Date: 25 May 2026

Dear Courier It / RTT Group Management,

I am writing to lodge a formal complaint regarding the gross mishandling of my parcel and the complete failure of service by your Nelspruit branch.

*Order Details:* - *Sender:* Pi Powered by MTN - *Item:* SIM Card - *Dispatch Date:* 14 May 2026 - *Delivery Address:* Emoyeni - *Branch Responsible:* Nelspruit, Mpumalanga

*Summary of Events:*

1. *Initial Miscommunication*: I was informed that the driver attempted delivery for 3 consecutive days last week. During this entire period, I received zero SMS, call, or notification from the driver or Nelspruit branch. My repeated calls to the Nelspruit branch went unanswered.

2. *False Commitment*: On Thursday, after escalating to Head Office, I was assured the parcel would be delivered on Friday. I took a day off work and waited at home. No delivery occurred.

3. *Unacceptable Conduct by Driver*: On Friday, after further calls to Head Office and Nelspruit, the driver contacted me and admitted he had no petrol. I was instructed to meet him off-route. I drove to the agreed location, waited over an hour, and he did not arrive.

4. *Second Failed Attempt*: I was then told to meet him at Puma Garage. I waited there for another hour with my children in the car. When he arrived, he informed me the scanner was not working and refused to hand over the parcel, despite having it physically in his possession. I suggested the solution was to use the PIN from my delivery SMS, which Head Office confirmed was correct procedure. Nelspruit staff and the driver were unaware of this.

5. *No Resolution & Continued Negligence*: I was told to return home and that the delivery would be first priority on Monday, 25 May 2026. It is now 15:40 on Monday. I have called the Nelspruit branch 9 times today. No one answers. My parcel remains undelivered 11 days after dispatch, and I have lost a week of work waiting for a simple SIM card.

*Issues and Failures:* - *No Communication*: No attempt was made to contact me for 3 days of alleged delivery attempts. - *Unprofessional Driver Conduct*: Expecting a customer to drive off-route, customer to use his own fuel, and wait for hours is unacceptable. - *Lack of Training & Competence*: Nelspruit staff did not know basic delivery procedure for a PIN-verified SIM. Head Office confirmed this is standard. - *Zero Accountability*: No manager from Nelspruit has contacted me. There is no concern for the delay or inconvenience caused. - *Systemic Failure*: If the scanner was faulty, escalation and manual process should have been executed immediately. Leaving a parcel in a vehicle for days due to a technical issue is not a valid process.

*Request for Immediate Action:*

I demand Immediate manual release of my SIM card* to me, with or without requiring a working scanner.

If I do not receive a satisfactory resolution and delivery confirmation by Tuesday, I will escalate this matter to the Consumer Goods and Services Ombud [CGSO], the National Consumer Commission, and MTN/Pi’s corporate office, along with public review of this incident.

This level of service is unacceptable for any company, let alone a division of RTT Group. I expect Nelspruit branch staff to meet the same standards as other Courier It branches nationwide. Customer care and basic product knowledge are not optional.

I trust you will treat this matter with the urgency it requires.

Yours sincerely,

Mr Matemba