JOHANNESBURG ZOO - OVERCHARGE ON ENTRANCE FEE ON THE 08 MAY 2018 AT 11:18:51 - INVOICE NUMBER. 348719 - OPERATOR: DIMAKATSO MORAKE - ORDER NUMBER: 8719

On the 08th May 2019, my family and I visited the Zoo in Johannesburg. I had logged a complaint with the Manager of the Zoo, a Mr Wiets Reyneke as follows:

An email was sent by myself on the Thu 2019/05/09 03:34 PM

Good day Mr Reyneke,

Please be advised that on Wednesday, 08th May 2019 I visited the Zoo with my family (2 Adults and 2 children, one age 12 years and the other age 5 years). I was charged a fee of R396.00 in which I had paid cash i.e. 4 x R100’s and received in change R4.00. I thought at the moment that it was much money but had not questioned or looked at my receipt. After leaving the Zoo and arriving at home I was in the process of clearing out my handbag and came across the ticket (see attached) which I was about to throw away and my eyes went to the ticket and therein discovered that I had been charged for 3 Adults at R90.00 x 3 = R270 and 2 Children R55.00 x 2 = R110.00. I remember telling your Cashier, Dimakatso that I am paying for 2 x Adults and 2 x Children (Ages, 12 and 5 years old). The extra Adult for which I have been charged, is what I am querying and like refunded. In case you have any doubts, please look at your cameras you will see me, my daughter and my 2 grandchildren as the time and date appears on the receipt attached.)

Hope you can clear the above as soon as possible and to hear from you soonest.

My contact details are as below and my cell no. is 074 5... 4..... My private email address is: ..........................

Your kind assistance will be highly appreciated.

Thank you.

Please do not hesitate to contact us should you have any queries or might require any additional information.

Kind Regards,

My Wiets Reyneke rep**** as follows:

From: Wiets Reyneke ********** Sent: 09 May 2019 04:18 PM To: MJ Cc: ********** Subject: RE: OVERCHARGE ON ENTRANCE FEE ON THE 08 MAY 2018 AT 11:18:51 - INVOICE NUMBER. 348719 - OPERATOR: DIMAKATSO MORAKE - ORDER NUMBER: 8719

Good day Mrs Jackson

Please accept my apology for the inconvenience caused but this mistake. The Zoo charges an adult rate for a child 12 years and older. We are in the process of reviewing this policy to make it more acceptable for market standards. I am concerned that you have still been charged extra for one additional person in this case that needs to be investigated.

Could you please allow me a day or two to have a look at the information available to me and get back to you with a solution.

Regards,

Wiets Reyneke Tel: ********** ext 2258 Cell: ********** Emai: ********** Johannesburg City Parks and Zoo

On the Fri 2019/05/10 07:26 AM I rep**** as follows:

Good morning Mr Reyneke,

Thank you for responding. I will await the outcome of your investigation to be advised accordingly in your stipulated timeframe.

Please do not hesitate to contact us should you have any queries or might require any additional information.

Kind Regards,

I emailed a follow up again on Thu 2019/05/16 01:43 PM

Hi Wiets,

I am following up on the above query which I have enquired with you regarding the overcharge on entrance fee as per emails below. You advised me that I should give you a day or two to look into the information available and you would get back to me with a solution. This was dated 09th May 2019, today is the 16th May 2019 and still no response.

Could you kindly urgently respond.

Thank you.

Please do not hesitate to contact us should you have any queries or might require any additional information.

Kind Regards,

MJ

On the same day as above, I also called Wiets Reyneke on his cell to follow up on the "Investigation" who advised me that he had not had a chance to follow up as he was currently dealing with a "Crime Blitz" which was taking place at the Zoo and informed me that several people has been arrested and also informed me, that I was not the only complainant with regards to being overcharged a fee at the entrance gate. He will contact the personnel concerned with regards to a camera footage on the said date of the complaint in order to access what had taken place. He further advised me that he will contact me as soon as he has that evidence.

I received an email from Wiets as follows:

From: Wiets Reyneke ********** Sent: 20 May 2019 02:20 PM To: Marilyn Jackson; ********** Subject: FW: OVERCHARGE ON ENTRANCE FEE ON THE 08 MAY 2018 AT 11:18:51 - INVOICE NUMBER. 348719 - OPERATOR: DIMAKATSO MORAKE - ORDER NUMBER: 8719

Good day Mrs Jackson

I have received video footage regarding your complaint and would like to request you to assist me with further information. I am unable to send the video file to you since it is being blocked by both the email servers I am trying to send the file to. I am unable to identify if the people in the group is your group. Could you please advise me on an alternative email server where I may be able to send the video to.

Regards,

Wiets Reyneke Tel: ********** ext 2258 Cell: ********** Emai: ********** Johannesburg City Parks and Zoo

I rep**** him via email on Mon 2019/05/20 02:30 PM as follows:

Good day Mr Reyneke,

Thanks for the reply, yes you can email on my yahoo mail which is ********** as I always receive clips and videos on my personal email, for identification. Hope to hear from you soon.

Please do not hesitate to contact us should you have any queries or might require any additional information.

Kind Regards,

From: Wiets Reyneke ********** Sent: 20 May 2019 02:28 PM To: Marilyn Jackson; ********** Subject: FW: RE: OVERCHARGE ON ENTRANCE FEE ON THE 08 MAY 2018 AT 11:18:51 - INVOICE NUMBER. 348719 - OPERATOR: DIMAKATSO MORAKE - ORDER NUMBER: 8719

Good day Mrs Jackson

The file has also been rejected by this server. Could you please advise.

Regards,

Wiets Reyneke Tel: ********** ext 2258 Cell: ********** Emai: ********** Johannesburg City Parks and Zoo

My reply on Mon 2019/05/20 02:41 PM:

Good day Mr Reyneke,

Could you please send it as a file attachment as I have had in the past received video clippings on my yahoo.com email. The other problem could be that the pixels are too big to send through, is the a way you can compress the pixels on your send and resend.

Please do not hesitate to contact us should you have any queries or might require any additional information.

Kind Regards,

From: Wiets Reyneke ********** Sent: 20 May 2019 02:44 PM To: Marilyn Jackson Subject: RE: RE: RE: OVERCHARGE ON ENTRANCE FEE ON THE 08 MAY 2018 AT 11:18:51 - INVOICE NUMBER. 348719 - OPERATOR: DIMAKATSO MORAKE - ORDER NUMBER: 8719

I am sorry Mrs Jackson but it seems as if the file is still too big to go through. Would you be available for me to meet you to have a look at the footage to assist me to resolve the query.

Regards,

Wiets Reyneke Tel: ********** ext 2258 Cell: ********** Emai: ********** Johannesburg City Parks and Zoo

My email sent on Mon 2019/05/20 02:54 PM

Yes, you can. I work in Parktown just off the Empire Road offramp or can you advise of another suggestion.

Thanks,

Please do not hesitate to contact us should you have any queries or might require any additional information.

Kind Regards,

Which was the last time I have heard from Wiets Reyneke or any of this staff members advising me on the outcome of the enquiry or contacting me to make arrangements for him to either come and meet me or for me to meet him as was suggested in an email above.

I contacted him again via email on Mon 2019/06/10 10:20 AM as follows:

Hi Wiets,

It seems that you are no longer in investigating my query below. I have logged this complaint on Thu 2019/05/09 03:34 PM and still no concrete resolution from you. I have advised you “Yes, you can. I work in Parktown just off the Empire Road offramp or can you advise of another suggestion” and you still have not taken the interest in replying.

Failing a reply and resolution of my query as its been over a month now and having being patient with your excuses you have given to me after various emails and phone calls to yourself, I will contact the relevant members of authority in your organisation and Hello Peter to report my concern and query.

Thank you.

Please do not hesitate to contact us should you have any queries or might require any additional information.

Kind Regards,

Upon receiving no reply to my email, i called him on his cell phone on the 11th May 2019 at 09:48am.

When i had asked him what the outcome is and why had he not had the decency to contact me to update me on my query, he advised me that he was sorry as he could not come out to meet me as he intended to do as he was very busy and could not leave his office. After i asked him why then could he not email or call to advise me of his situation whereby another arrangement can be made, he became aggressive on the phone with me and said that he had looked at the video footage and saw me and my family and said that i had said that i am paying for 3 adults and 2 children. I disputed that and rep**** "how can i pay for 3 adults and 2 children when i know for a fact that I paid for 2 adults and 2 children and your lady DIMAKATSO MORAKE at the Cashier box advised us that children from the ages of 12 yrs and under pay a child's rate and 13 yrs and above and adult rate. So unless there was a ****k with us, i dont know who the 3rd Adult would have been. I also said to him that i will send pictures which we had taken on that day in order for him to identify us as we visited the Zoo on that day and advised him that i will go to the Zoo on Saturday, 15th May 2019 to identify the video footage of myself and the conversation which had taken place on the day of the 8th May 2019 with my family as we were on that day in question. He further advised me abruptly that he will not be working on Saturday. I said that he is covering up for his staff as that incident constitutes *****ing from the visitors to the Zoo and i am going to report him and the staff of the Zoo working at the Cashier desk to Hello Peter and whoever else i can to expose this thievery that takes place especially as visitors to the Zoo do not check their receipts and just take it for granted that they have been charged correctly, when upon further investigating the amount find that they have actually be cheated on the amounts as Wiet himself confessed on the telephone with me that my family and I was not the only visitors to the Zoo who had complained, that there were at least three other families who had complained of being overcharged.. He said that i can report him to whomever I please am was going to hang up this call, which he had done.

Please advise on a way forward as this is broad **************** taking place and also to advise visitors to the Zoo to check your receipts that you were charged the correct amount for the correct amount of people being paid for.

Very disgruntled Zoo patron/visitor.

Marilyn