Poor customer service and disgusting staff member's attitude

I am writing to express my deep disappointment and frustration with the appalling customer service I encountered at your Engeng Garage branch located at Pretoria West WF Nkomo. The experience I endured was not only distressing but also completely unacceptable.

On August 9th, 2023, I purchased UniPin electricity worth R150 from your establishment. Regrettably, I was handed two separate vouchers: one valued at R100 and another at R50. While I was able to successfully redeem the R100 voucher, the R50 voucher consistently failed to process. Following the instructions provided on the voucher slip, I promptly sent the serial number to the provided contact for inquiries.

After an agonizing three-day wait, I finally received an SMS indicating that the voucher was now active. To my dismay, the SMS failed to include the essential recharge numbers required for the process. My attempts to recharge were consistently met with error messages, leaving me in a state of increasing frustration and helplessness.

Driven to seek resolution, I made my way to your garage armed with all the evidence of my struggles. Upon reaching your establishment, I encountered an individual named Tlou. Despite my pleas and explanations of my dire situation, Tlou exhibited a dismissive and unhelpful attitude. He informed me that the manager was unavailable and that he was the sole person capable of addressing my issue. Despite my urgent need, Tlou insisted that I return the next day during the manager's hours, conveniently disregarding my constraints as a working individual who only becomes available after 18:00.

In desperation, I used my own phone to attempt to contact the manager. Despite Tlou's apparent lack of willingness, my call was met with futility as the manager's phone remained unreachable. Instead of demonstrating a commitment to customer care, Tlou shockingly suggested that I could stand at the garage indefinitely, insinuating that the manager would not extend any assistance. This, along with his directive to step away from the till, showcased a complete disregard for my status as a paying customer.

During my hour-long ordeal at your establishment, my repeated attempts to reach the manager bore no fruit. It was only through the intervention of a colleague named Nabeel that I finally received the help I so desperately needed. Nabeel, in stark contrast to Tlou, displayed professionalism and empathy, swiftly resolving my predicament by replacing the faulty voucher with a functional one. However, the ordeal didn't end there. Astonishingly, the new voucher also failed to work when I attempted to recharge it.

My frustration reached its zenith when Tlou proceeded to berate me, asserting that my meter number had been banned due to my multiple recharge attempts. This brazen accusation was made despite his full awareness of the circumstances surrounding the vouchers. Tlou's conduct was both unwarranted and unjustifiable, further exacerbating my already distressing experience.

I am writing to express my dismay and seek redress for this ordeal. I am not only owed an explanation and an apology but also a clear commitment from your establishment to address the critical flaws in your customer service processes. My experience is indicative of a severe lapse in professionalism and customer care, and it is imperative that corrective action be taken to prevent others from enduring such unnecessary hardships.