Attitude can make or break a situation

<p>I was at your mall on Saturday 27th August 2016, loved my stay until I had to leave. The sad thing is that its the staff of the mall that were very unhelpful, and not even the retailers. My friend and I were travelling with four kids on Saturday, they really did not want to leave Panarotti's so we left quiet late, upon exiting we paid for our ticket at the pay station near FNB and Nedbank. We drive to the noom gate and to our surprise we had misplaced our ticket. We spoke to the security guard at the gate and he directed us to the control room, no explanations, just basically pointed us to the speaker and walked away. The control room was helpful at all as they sent us a very rude guard to basically hear our story but not help in any way. We understand that you have processes and policies in place but again as a customer if I am allowed to ask if I don't understand and get an answer, if the person being asked the question doesn't have an answer a very simple I'm not sure, may I please ask and get back to you is appreciated. We spoke to a Monde Mfundisi who told us we needed to pay an amount of R40 for a lost ticket our next question was is there no way/process in place that could determine if we had paid, he answered by saying he doesn't know and was only told that if we misplaced a ticket we MUST PAY, he was so proud in his answer, using his authority over us, by this time the kids were restless in the car, still there was no empathy shown. We then said we had no cash because we could no longer keep debating with someone who clearly does not value or understand client service, he then said the ticket machine takes cheque and credit cards. We told him we only had a savings account card on us and with a smirk on his face directed us to the other side of the mall to do a withdrawal. Mind you this was after 23:30pm at night with 4 kids aged 3 to 8 years. We dialled again for the control room and complained and were then told that we could infact use our savings account to make payment at the ticket machine. We were really disappointed at the service and made to feel like ********* by your security team, I hope that management does not condone such behaviour.</p> <p> </p> <p>I put this complaint up on facebook over an hour ago, but still no response. WOW! Clearwater</p>