Poor customer service at riverside boulevard vanderbeijlpark

I would like to formally complain about the poor customer service I received at one of your stores regarding my laybye cancellation yesterday 16/05/26.

I have visited this store multiple times and have repeatedly been assisted by a cashier named Refilwe/Kefilwe, whose attitude towards customers is often arrogant and dismissive.

When I opened my laybye, I did not have my ID card with me, so I provided my ID number and my current cellphone number. The cashier continued assisting me without confirming any details, and I later discovered that an old cellphone number had been used on my laybye slip instead of the number I gave her.

On my recent visit to cancel the laybye, I was again assisted by the same cashier. Before checking anything on the system, she immediately told me I could not cancel the laybye because I had “recently cancelled another laybye” and that “the system was offline.” After I questioned this, she scanned my ID and showed me a cancelled laybye from 2024,(she turned the screen to show me) which has nothing to do with my current laybye. Her colleague laughed during the interaction, which made me feel disrespected as a customer.

She then called the manager, who contradicted what the cashier had told me and explained that I actually could cancel the laybye and would receive a voucher because I did not have the slip with me. When I explained the confusion and poor treatment, the manager simply said “maybe you didn’t hear each other well,” despite the cashier clearly telling me I could not cancel.

I was also told the system was offline by the manager and she told me she can't turn the screen to show me if indeed the system is offline,yet the cashier had already accessed information on the system earlier and even showed me This made the whole experience feel dishonest and unprofessional.

I am disappointed by how I was treated. Customers should be treated with respect, honesty, and professionalism at all times.