Complaint Regarding Service Received from Bongekile Mhlongo

I wish to lodge a formal complaint regarding the service I received from Bongekile Mhlongo in relation to my deposit query.

Account Number: ***2

I deposited R200 into my Hollywoodbets account and provided my Nedbank proof of payment in PDF format to Bongekile Mhlongo via live chat. I also confirmed all my details and submitted screenshots of my Hollywoodbets profile showing that [****en Surname] is my ****en surname (as reflected on my banking details), while [Married Surname] is my married surname (as reflected on my Hollywoodbets profile).

Despite providing this explanation and supporting documentation, Bongekile Mhlongo continued to question the difference in surnames and repeatedly requested further proof. I have had this account for years and have never previously experienced issues regarding this matter.

Additionally, this is not the first incident involving Bongekile Mhlongo. A few months ago, he similarly refused to assist me, stating that my Nedbank PDF proof of payment was not acceptable.

I find this treatment highly unprofessional, frustrating, and unacceptable.

My deposit of R200 is still not reflecting in my account, and I have now been informed by another consultant that the funds will be refunded to my bank account. This has never happened before, as Hollywoodbets has always credited my deposits directly to my account.

I request that this matter be urgently investigated, that my deposit issue be resolved promptly, and that appropriate action be taken regarding the conduct and service provided by Bongekile Mhlongo.