Deeply Offensive Experience at Cash Crusaders Midway Crossing

My family, friends, and I have supported Cash Crusaders for many years, and until recently, we considered your stores to be synonymous with fair treatment and respectable service.

After my recent visit to the Midway Crossing branch on 11 June 2025, I am left feeling humiliated, insulted, and completely disrespected, all because of the behaviour of a single staff member who clearly sees customers not as human beings but as objects of ridicule.

I visited the store to extend my pawn contract, a transaction I’ve done without issue many times before. The manager on duty deserves recognition for her patience and professionalism in handling my situation. If only the same could be said for the cashier who "assisted" me afterward.

I stood at the till for two minutes, invisible. When she finally appeared, she didn’t greet me or acknowledge me. She simply put out her hand for my ID while talking on her red phone. Not one word to me, just a hand out like I was an inconvenience.

When she finally spoke she was caught in-between helping me or enjoying her watermelon gum. no eye contact and a face full of attitude. But the real offense came when I said, “Hayi kunzima” a light-hearted comment meaning “things are tough.” Her response?

"Ayikho into enzima, uyabonakala kwi ID ukuthi wawu Right, uwena nje ongaziphathanga kahle." Translation: “Nothing is tough. I can see on your ID that you used to be okay... you’re just someone who doesn’t take care of themselves.”

Let that sink in.

According to your cashier, my financial choices, my physical appearance and my worth as a person can be judged by a 2009 ID photo and a pawn transaction. Apparently, using your services and trusting your brand is now grounds for public character ********ation.

When I asked her what she meant, she offered no explanation. Just silence and a smug look. I left the store not just disappointed but embarrassed and enraged. That’s how your employee made me feel.

This is not just poor service. This is personal. This was a direct insult. A statement made deliberately, with the intent to shame and humiliate a customer in a vulnerable postion and I won’t accept it quietly.

It's sad to see black people act disrespectfully in their places of work towards other black people when you know the same person, doing the same job but in a predominantly white area would have acted differently.

I don’t believe this reflects your company values because the manager proved that Cash Crusaders knows what professionalism and empathy look like. What I want to know is:

Why is someone like Msani Sandy representing your brand?

How am I not taking care of myself and what suggestions do you advise?

What action will be taken to address this kind of disgusting behaviour?

Most importantly: What does Cash Crusaders stand for if this is how people are treated when they walk through your doors?

I expect a response, not a generic apology but a real one, backed by real accountability because if this is allowed to happen again to another customer, then Cash Crusaders is no longer a safe or respectable business.