3 Day Issue - No Resolution, No Communication!

Hi

On Saturday, 26 July me and my family went shopping at Makro Crown Mines. We were at the till with Mpho trying to make payments because the cards kept declining due to limits being exceeded. Because my phone battery was dying I transferred the money to my husband and he used scan to pay and it went through. However, he was advised by the manager that day Nonhlanhla, that we couldn't take the goods home because the transaction was pending and the payment hadn't reflected on the other side.

I had to leave my 7 month olds month olds milk and my 4 year olds school snacks in the trolley. We were told to leave it and we'll come get it in the morning. I had no choice but to go to other shop and get her a small tin of milk to get her through the night WHEN I HAD ALREADY PURCHASED IT AND LEFT IT IN THE TROLLEY. We were the last people to leave the store.

We came back the next morning, as instructed, with the mindset to pick up the things as the money still had not reversed or anything. I spoke to a very dismissive lady, who has absolutely no customer service, by the name of Ntomiziandile Dube. She just told me that no there's nothing that can be done and I must come back during the week. I explained that: 1. Me and my husband both work during the week in Bryanston and Sunninghill respectively. 2. I knock off at 6pm 3. I live in Diepkloof, need to get transport to get the goods! 4. My daughters, who most of the groceries are for, go to their grans during the week so they need to leave with the groceries. By the way, please retrain Ntomiziandile Dube on Customer service again, because that was nonsense.

She ended asking Noeroenisae to assist who at least did some research and sat with us for over an hour trying to resolve our issue by calling banks with us, sent emails and did her utmost. (No issues with her at all)

Again, on Sunday, I had to leave with nothing AGAIN. Had to buy my other baby essentials and milk AGAIN so she could leave with it to her gran.

Now, I'm still waiting for communication on what they way forward is. I don't understand why I must come to your shop THREE times to get stuff that I paid for. With whose petrol? Why must I be inconvenienced? Who must get time off to get groceries? Why am I buying things from different places, when I bought them there? Most importantly, WHERE IS MY MONEY???

Another thing, when you purchase via Capitec it says Pending on the app but that doesn't mean the transaction didn't go through. We bought stuff afterwards, and they are all okay, what's the issue with Makro?

Another thing, I called yesterday to follow up as I still have not received any communication and no email was sent to my husband. WHY AM I NOT RECEIVING FEEDBACK??? I've bought there before and I've never had this issue, why now?

I'm expecting someone from Head Office to give me feedback on a way forward, this is ridiculous. I will escalate as far as I need to if I need to.