Formal Complaint – Delayed Cash Payout and Poor After-Sales Communication

Dear Audi Rustenburg Management,

I am writing to formally lodge a complaint regarding the vehicle purchase I made through your dealership — a VW Polo Life 2024, financed through Audi inhouse finance.

As part of my purchase agreement, I specifically requested that a portion of the finance amount be paid out in cash to allow me to settle an existing vehicle loan. Despite repeated assurances from your sales and finance team that this payment had been processed, it has now been over two weeks and the funds have still not reflected in my account.

Throughout this process, I have experienced poor after-sales communication. I have had to follow up multiple times for updates, and each time I am told that the payment has been made — yet no proof of payment or clear explanation has been provided. This ongoing delay and lack of proactive communication have caused me significant frustration and inconvenience.

I expect your urgent attention to this matter. Kindly provide the following within two working days: 1. Written confirmation of when and how the payment was made (including proof of payment if applicable). 2. A clear explanation for the delay. 3. Assurance of immediate resolution if the payment has not yet been processed.

I value professionalism and transparency in all business dealings and hope this issue can be resolved promptly. However, if no satisfactory response is received, I will be escalating this matter to Volkswagen South Africa’s Customer Care Division and the Motor Industry Ombudsman of South Africa (MIOSA) for further intervention.