URGENT FORMAL COMPLAINT: Alleged Overcharging of a 73-Year-Old Pensioner – Westgate Shopping Centre

Good day,

I am writing to raise a formal complaint regarding a deeply concerning incident involving my 73-year-old mother, who purchased groceries at your Westgate Shopping Centre branch today.

Upon reviewing her till slip, she discovered that she had been charged twice, and in some instances allegedly three times, for several items. My mother, a pensioner, had specifically gone to purchase groceries on special on a Tuesday, only to discover that she had been significantly overcharged.

The cashier who processed her transaction was Sylvia Moholo.

This is completely unacceptable and raises serious concerns about the accuracy and integrity of your point-of-sale processes. Customers, particularly elderly pensioners who carefully budget their limited income, should be able to shop at your stores with confidence that they will be charged correctly for the items they purchase.

It is extremely distressing that my mother is only discovering these discrepancies after leaving the store. This has not only caused her financial prejudice but has also undermined our confidence in your company's commitment to fair and ethical customer service.

I require the following:

An urgent investigation into the transaction and the alleged duplicate and triplicate charges.

A full reconciliation of the till slip against the items purchased and the applicable promotional prices.

A refund of all amounts incorrectly charged, should the discrepancies be confirmed.

A written explanation of how this occurred and what corrective action will be taken to prevent similar incidents.

Given the seriousness of this matter, I expect it to receive immediate attention and to be resolved without unnecessary delays. Please acknowledge receipt of this complaint and advise me of the steps being taken to resolve it.

Should this matter not be addressed promptly and satisfactorily, I will have no hesitation in escalating it to the relevant consumer protection authorities and the appropriate ombud for further intervention.

I trust your company understands the seriousness of this complaint and will treat it with the urgency it deserves.

I look forward to your urgent response.

Kind regards, Nonku