Checkers 60 Sixty has terrible service, professionalism and took money from my account and won't give it back.

I order from Checkers 60 regularly, this is my primary source of getting groceries. Well up until now..

I placed an order with Checker on the 24th of March for almost R1000. The amount whet off of my account on the 27th and again on the 31st of March. Checkers didn’t pick this up, I had to call them to find out when they’ll be refunding me for this mistake. I called them on the 6th of April only for them to tell me the problem is not with them but with my bank. Called my bank and I was advised the issue is from Checkers side.

Finally I had to get bank statements to prove that Checkers debited my account twice, only for Checkers to say they they will now escalate the issue. After how many phone calls to Checkers I was advised that the payments team has the escalation with them and I might have feedback tomorrow (the 18th of April, almost 3 weeks after this unresolved issue). I asked to speak to a manager and was advised that he will call me when he has feedback from the payments team. I insisted on speaking to the manager only to then be told that he is now on a call with a customer (aka being avoided). This was at 9:20 but the manager will call me back before 10.

After 12 I called checkers once again as guess what, the manager has still not called me back. After a long wait I finally spoke to the manager Wazeem. He then told me that this is the first time he is hearing about my issue (not sure to who this was escalated then) and he is busy going through my ticket. After he read all of the interactions back to me he said that the payment specialist will be best to get back to me as he knows best. Weird response but okay..

I then told Wazeem that I have been really patient but my patience have run thin. R1000 might not be a lot of money for him but this is the last money I have left for the month. I literally have R18 in my account so I expect the refund to reflect in my account today. I asked that Wazeem get back to me before 14:00 which he agreed to.

SURPRISE Wazeem never called me back. So I called again at 16:30 asked again to speak to Wazeem, was again given an excuse that he was on the phone with another client but will call me back. I was told that Wazeem did not call me back as he was not aware that there was feedback on my case (so he did not check around 14:00 so he could update me) even calling and saying that there is no update would have meant something. Nonetheless, apparently the case is with the bank now and I’ll have feedback within 24-36 hours. BUT Wazeem will call me back once he is done with the client. I told the lady I was speaking to that I know he won’t call me back as I’ve been waiting all day.

It’s 08:45 the next day and still no Wazeem. Very disappointing, unprofessional and disgusting how a company can take R1000 from my account (unauthorised) and 3 weeks later I’m begging them to please give it back to me…

Obviously nothing will come of this, I’ve realised today today that Checkers is full of empty promises. Their manager is proof thereof.