PUTRID CUSTOMER SERVICE

To whom it may concern,

I would like to bring to your attention the putrid customer service that I received at your branch in Mitchell's plain station Plaza.

On Monday the 03/06/2024 I made a purchase of R210.70 at the store and used zapper as the payment method. After the transaction went through successfully on my end I was informed that at the till it did not go through. I then made a second transaction again using zapper for R210. 70 that went through on my side and I was again informed it did not go through.Only after the second transaction did not go through, was I informed by the manager that zapper is not working, kindly note she was standing at the till while I was doing the transaction. It is a very big concern that this option is being offered as a payment method in store but is in fact not working. The manager then informed me that the transactions will automatically reverse into my bank account because it "declined" at the till. On Wednesday I returned to the store as the funds was still not reflecting and I was asked to provide a contact number as well as a bank statement to show the 2 transactions that I had made, upon returning with the bank statements the manager was having conversations while I was standing there waiting for her to take the bank statement from me.After not hearing from the store on Thursday I then returned to the store the evening to enquire what is happening with my funds. The manager on shift advised that she did not get any handover from the previous manager that had been "dealing" with this query and could not advise me on what was happening. She tried to call the manager and could not reach her. I received a call from the said manager this morning saying that she had now emailed the documents to head office and is waiting for feedback from them. Kindly note that this is 4 days later that she only took action from the time the transactions were made after me having to go to the store day after day. This evening I went back to the store and was then informed by the senior manager that this query had only been brought to her attention yesterday and that she did not know how long this query had been coming on. She then informed me that I will have to now email zapper in order to get a refund which will now take how many days longer. I truly believe that this store does not understand the definition of customer service. What if that had been my last money that they have been so nonchalant about getting back to me? Is this really the type of service that you guys strive to deliver to your customers? I have been a loyal customer of this branch for many years as I reside close by but definitely will not be making use of them going forward.

Kind regards, A very dissatisfied customer