Formal Complaint – XtraSpace Centurion

I have been a tenant at XtraSpace Centurion since May 2023, and for nearly two years I have done my best to maintain a consistent rental record. However, since the appointment of the current site manager, my experience has significantly deteriorated.

Over the past few months, I have been experiencing financial difficulties. While I have never fallen more than two months behind on rent, I have been met with immediate penalties and little to no empathy or flexibility. Despite my attempts to arrange alternative payment plans, I was told that any deviation from these terms would result in no further assistance being offered.

When I tried to escalate the matter to the site manager’s superior, I was met with extreme rudeness. I was explicitly told, “We run a business,” and that my personal circumstances were of no concern to them. This lack of compassion and unprofessional attitude has been deeply distressing.

Additionally, I was subjected to what I believe is a serious breach of the POPI Act. My personal account details were disclosed in an email that was sent to another tenant who is also in arrears. This is not only unprofessional but *******, and I consider it a violation of my privacy rights.

On 17 June 2025, the following occurred:

08:07 – I received an email noting that I was in arrears for two months plus penalties. The message stated that they “understand circumstances may vary” and encouraged me to get in touch.

14:17 – I received an SMS notifying me again of the arrears.

16:23 (email) and 16:26 (SMS) – I was informed that my contract had been terminated and that I now owe R2509.98. I was given 21 days to settle the amount and remove all belongings from my unit.

This abrupt escalation — all within the same day — demonstrates a complete lack of willingness to support a loyal tenant. It is clear to me that the current site manager has taken a personal stance against me and is unwilling to show even the slightest understanding in what is a difficult economic climate for many.

I am extremely disappointed in how this situation has been handled. Instead of working to retain clients through empathy and flexibility, this approach only serves to alienate tenants and damage the company’s reputation.

I respectfully request that this matter be formally investigated and that appropriate action be taken regarding both the unprofessional conduct and the breach of my personal information.

Sincerely, Jeandri