Complaint: Ultra Liquors Voortrekker – Handling of deceased estate matter

I would like to lodge a complaint regarding the handling of a deceased estate matter by Ultra Liquors (Voortrekker branch).

The licence holder passed away last month, and the estate is currently in the process of being formally reported. An executor has been nominated, although formal appointment is still pending.

As part of the estate intake process, I requested a statement of account from the Voortrekker branch, which I am still yet to receive.

However, what is more concerning is how the matter has been handled.

The store manager (Yvonne) engaged directly with individuals claiming authority over the estate without requesting formal documentation or verification. This contributed to a confrontation at a private residence involving family members during an already sensitive time.

Following this, stock was collected from the premises by the deceased’s children while the estate process is still underway and before any formal authority has been confirmed.

I escalated the matter to the regional manager (Etienne), who advised that he would respond by the following afternoon. No response was received within the indicated timeframe, and no further communication has been provided.

While I understand that not all individuals involved are legally trained, this is precisely why clear internal processes should be followed when dealing with matters of this nature. At the very least, basic verification should take place before engaging with third parties in a deceased estate.

This situation may appear minor on the surface, but it has resulted in unnecessary confusion and distress. I believe this matter could have been handled better.