Poor Customer Service and Safety Concerns at Lesaka Bara Branch

I would like to raise a formal complaint regarding the service my sister and I received at the Lesaka branch in Bara on 7 August 2026.

My sister had visited the branch because her EasyPay card had been retained by an ATM and she needed a replacement card. At the same time, I had a pending card change for my SASSA card, so we went to the branch together.

As soon as we entered and sat down, a staff member who was working at Teller 2 walked towards the exit. Another customer politely tried to ask him a question, and he responded very rudely, saying, "Don't come to me, you can see I'm going out." His tone was disrespectful and completely unprofessional.

I commented that if he had spoken to me like that, I would not have accepted it. He then returned and addressed everyone in the waiting area in a rude manner, stating that no phones were allowed, and that if he saw anyone using a phone, replying to WhatsApp messages, or answering a call, he would chase them out. He also approached a lady who was drinking water and instructed her not to drink inside the branch.

I believe that if there are rules such as no phones or no drinking water, they should be clearly displayed at the entrance before customers enter. This branch serves many elderly people, mothers with young children, and people who may have medical conditions or simply need to drink water while waiting. Enforcing such rules without any visible notice and doing so in such an aggressive manner is unacceptable.

While waiting, I noticed another incident where an elderly lady entered and sat down. The same staff member immediately approached her and told her to leave the branch until she had finished using her phone. She and the other ladies were visibly confused because they had only just arrived and had not caused any disturbance.

My biggest concern, however, is the safety of customers at this branch. I noticed that there appear to be no visible security cameras inside the branch and no security officer at the entrance. While we were waiting, a man entered wearing a mask that completely covered his face. He approached one of the consultants to ask about loan requirements. While speaking to the consultant, he walked behind me and began taking pamphlets from the consultant's desk without asking permission. The consultant questioned why he was taking items from the desk, but the man simply walked away. The consultant himself appeared concerned and uncomfortable about the situation.

This incident highlighted what I believe are serious security risks for both customers and staff. Without visible CCTV cameras or security personnel controlling access to the branch, customers may not feel safe.

I am therefore requesting that Lesaka investigate the following:

The rude and unprofessional behaviour of the staff member working at Teller 2. The manner in which customers are spoken to and treated. The lack of clear signage regarding branch rules. The apparent absence of security personnel and visible CCTV cameras. The overall safety of customers and employees at the Bara branch.

Customers deserve to be treated with dignity and respect. I hope this complaint is taken seriously and that appropriate action is taken to improve both customer service and security at this branch.