Ebucks dissapointment - how can we NOT help you..

<p>The following is correspondence between myself and FNB e-bucks division :</p> <p> Me - 29/04/2016: Attention: E- bucks customer service:</p> <p> </p> <p>*** - No money on spurvouchers, VERY embarrassing to be told after having my mom's birthday dinner that vouchers were blank - had to pay with my creditcard - not in budget! Called in on 27th and was told it would be sorted out on 28th. Received call on 28th - ebucks mistake, vouchers will be activated - not good enough! Called in on 29th to complain, was told refunds take 2 weeks, unacceptable, then I was assured that vouchers were activated - ***. Went out to spur for dinner - presented vouchers afterward and still no money on vouchers, my mother had to pay for our dinner out of her very limited government pension!!! This is totally unacceptable, I feel that Ebucks should reimburse fully and activate vouchers to make up for the shocking service and embarrassment of having to face spur staff twice with blank vouchers!</p> <p> Good day Mrs. Clensie,</p> <p> </p> <p>Kindly be advised that we have escalated your complaint through to our Spend team for further assistance.</p> <p> </p> <p>Regards,</p> <p>Pulane Mokoena</p> <p> </p> <p>From: Smith, Gladwin [mailto:***] <br /> Sent: 03 May 2016 09:43 AM<br /> To: ***<br /> Subject: Spur Vouchers</p> <p> </p> <p>Good day Marie,</p> <p> </p> <p>I do apologise for the inconvenience caused for the second time when you have tried to use your Spur vouchers. I have spoken to spur this morning as they assured us that the cards would be active for usage, on date : 28.04.2016. These cards should have been active on the 29Th . According to Spur, they had the cards only activate don the 29th at 14H30 and normally leave a 24 to 48 hours window period for the cards than to be used of which we were not informed off. I can offer you the following options to resolve this matter.</p> <p> </p> <p>1. I collect these cards and have you refunded in full where I can arrange that this refund be done in maximum of 2 days once you give me confirmation to proceed with it. In addition we will allocate eB1000.00 for the inconvenienced caused to you. This allocation is done manually and may take 5 days to be allocated.</p> <p>2. I can get written confirmation from Spur that these cards are active and have this send to you where I will arrange that we allocate eB1000.00 to your eBucks account for the inconvenienced caused to you. This allocation is done manually and may take 5 days to be allocated.</p> <p> </p> <p>This is one unfortunate event and experience which we do not come across as a norm and have put measures in place for our clients not to go through the same experience as you have.</p> <p>I do apologise profusely for this experience and upset. Please do revert back to me as I will facilitate whatever option you opt for where I will give you the updates directly</p> <p> </p> <p>Regards,<br /> <br />Gladwin Smith<br /> Logistics Team Leader<br />(t) *** </p> <p>(m) *** </p> <p> </p> <p>From: Mary Clensie [mailto:***] <br /> Sent: 03 May 2016 03:59 PM<br /> To: Smith, Gladwin<br /> Subject: RE: Spur Vouchers<br /> Importance: High</p> <p>Good afternoon,</p> <p> </p> <p>Please arrange for written confirmation from Spur that the cards are active and allocation of EB1000 to my account, please note that I do not feel that this arrangement in any way makes up for the inconvenience caused – we had to pay CASH for two visits to spur, I am very disappointed.</p> <p> </p> <p>Regards</p> <p> </p> <p>Mary Clensie </p> <p> </p> <p> Reply from ebucks customer service,</p> <p> </p> <p>My apologies for the delay in coming back to you. I have received the following attachment from Spur head office with screen shots from their systems that these cards are active. The eB1000 goes through a tedious process where the allocation should be done in the next week.</p> <p> </p> <p>I do hope that the next service will be of better value to you as a valued eBucks client. Plase do not hasitate to contact me if need be.</p> <p>Regards,<br /> <br />Gladwin Smith<br /> Logistics Team Leader<br />(t) *** </p> <p>(m) ***</p> <p> </p> <p>To date I have still not received the EB1000 credit to my account! :(<br /> </p> <p> </p> <p> <br /> </p>