********** activity - purchased item not delivered. Money taken

I purchased a Samsung 15kg Active Dual Wash W/Machine Metallic WA 15J5730SS.FA from Game online on the 9th June 2020.

I received no email confirming that the transaction had been successful.

On 10 June 2020, I contacted my bank to query the matter and they confirmed that the payment had been processed and Game had received the money.

On the 10 June 2020 I called the Game Customer Care number for online support related queries. I was told that my purchase could not be traced due to a system upgrade and that I should send an email to *** showing proof of payment, using email address ***.

On 11 June 2020, I did this, sending 2 separate emails indicating proof of payment

On 11 June 2020, I received a response to my email from Mass Discounters stating that they were unable to track my order due to system upgrades but that I was still within the delivery timeframe and the order would be dispatched and I would be notified.

On 17 June 2020, I again emailed *** to request an update, stating that I had received no correspondence from Game and the money was still deducted from my account. I sent an additional email showing a snapshot of my online Game account which showed that my order was still there.

On 19 June 2020, I received an email from Game, stating that my order had been dispatched and was making its way to me.

On the 22nd June 2020, I received an email from Game/Mass Discounters indicating delays in delivery.

On 24 June 2020, I received an email from Game stating that my order had been delivered. This was not the case. On the email, it says, if this is not the case, please email ***. I did so twice. I have received no response to date.

I then started phoning the Game online support line as I was not been assisted via email.

I have phoned everyday since the 25th June requesting information about my order.

I have been told a variety of different stories and not one person has called me back as they said they would.

The stories I was told were:

- The courier company had not had the time to deliver it. - The product had been delivered to the wrong address – this customer care agent called me by the wrong name before I even explained the situation - The product has never been dispatched – this agent promised to call me back once she had spoken to the storage facility but never did

Yesterday, I called them again. After being told that they could not track down my order, I requested to speak to the Customer Care supervisor.

I explained the whole situation to her and even offered to go to my nearest store to collect the item.

She said she would follow-up and call me back. I received a call back from her after 17:00 yesterday afternoon. She stated that she had been unable to locate the product and was waiting on the stores in Centurion to find out if one of them was in possession of it. She said she would call me today.

By 09:30 today, I had received no feedback, so I again called the call centre and requested to speak to the supervisor.

I was informed she had stepped out.

I again explained my situation and informed the agent that if I had not received a call from the supervisor by 10:30, I would submit a formal complaint to the Ethics department.

My money has been taken and I have received nothing in return.

This is unacceptable.