****ed up customer service

Date: 29 December 2025

Subject: Formal Complaint & Request for Refund – Failed Transaction on PayJustNow (Makro Alberton)

Dear Sir/Madam,

I am writing to formally complaint about an unresolved transaction issue that has caused financial loss, inconvenience, and a negative impact on my credit record. I request immediate action to resolve this matter in line with the Consumer Protection Act, No. 68 of 2008 (“CPA”), which protects consumers against unfair, unreasonable, and unjust practices.

Details of the Incident

Date of Incident: 20 December 2025

Store: Makro Alberton, Johannesburg

Payment Method: PayJustNow Stretch Account

Issue: Transaction timed out at the till, goods not received, but payment was debited from my PayJustNow account

Sequence of Events

On 20 December 2025, I visited Makro Alberton and attempted to pay for my goods using my PayJustNow Stretch account.

At the till I was required to update my personal information on the PayJustNow app, which took longer than expected.

The Makro till timed out and did not complete the transaction (i.e., no goods were issued to me).

However, the PayJustNow app shows that the payment did go through and the amount was debited from my account.

I contacted PayJustNow immediately for assistance, but received no resolution.

I then left the store without any goods and incurred additional costs (Uber fare R190 return trip) went there twice for no help.

Before Christmas I returned to Makro Alberton and spoke with a supervisor, who recorded my details and promised to follow up once the refund request was submitted by Makro Alberton.

Since then, I have tried repeatedly to contact Makro Alberton with no response or update.

Meanwhile, this failed transaction has been recorded on my ITC report as an outstanding amount owed, negatively impacting my credit record.

Consumer Rights Under South African Law

Under the Consumer Protection Act (CPA):

Section 40 prohibits suppliers from altering consumer credit records in an unjust or inaccurate manner.

Section 22 – 24 provides that a consumer is entitled to a refund, repair, or replacement where the supplier has failed to deliver goods or services as agreed.

The Act prohibits unfair, unreasonable, and unjust conduct that causes financial harm to a consumer during the supply of goods or services.

I have not received any goods, and yet I am being held responsible for payment. This constitutes an unfair and unreasonable business practice. I therefore request an urgent refund and correction of my ITC record.

What I Require

Immediate refund of the full amount debited from PayJustNow for the failed transaction on 20 December 2025.

Written confirmation that this amount will be refunded and that my credit record will be corrected.

A written apology for the inconvenience, costs incurred (including Uber fare), and failure to resolve this matter despite repeated attempts.

A clear timeline within 7 business days for resolution and communication back to me.

Supporting Information

Transaction reference: PayJustNow transaction reference Xe0877K*** merchant ref number ***

Contact with store supervisor on 23rd December

I trust that Makro will take this complaint seriously, resolve the matter promptly, and comply fully with the CPA’s requirements.

Please acknowledge receipt of this complaint within 48 hours and provide me with your case/complaint reference number.