Very disappointing service from Customer Care

Good day Cotton on,

Since you have not been helpful on your App and I’ve been holding for 20 minutes now on the phone trying to reach you with no luck- I now have to resort to stalking you on social media. I made a purchase on the 21st November 2025 at Mall of Africa Typo for over R1500. The teller for some reason had “system” issues which delayed her finalising my purchase. She then moved between two to three tills. Eventually she said she cannot see my profile. Long story short, she called the manager and they both concluded that it’s fine, the will finalise purchase and I should give it a day or two and the App will update with my points. I travelled out of the country for a whole week thereafter but kept reaching out to you on the App. Now an “Ivan” responded that my email address cannot be traced so basically no one can help. What kind of nonsense is that? Where are the managers in your company? I have been buying from you and using my email and phone number with no issues and today you want to tell me your system cannot recognise me and it ends there? You are not even going the extra mile for me as a client when clearly the problem arises from your side and nothing to do with me?? So the purchase in question is reflecting on the App. So why can’t a manager make effort to understand what could have happened and resolve this? How can you not pick up an email address that I use to log into your App and even use the e-card when making??? I am hereby requesting for someone in your office to do their job, stop victim blaming and apply their minds and act like managers, exactly what they are being paid for??

I will not loose my points lying down and I will make noise everywhere until this is fixed!!!! Lerato Mothibinyane *** ***