Poor financial management practices at Makro

We have been using Makro to buy our stock. So we would get a quote, pay the invoice and it then gets delivered.

Worked fine until a few weeks back. We got a quote (>R6000). We opened a Bank Zero account for the business and it was used to do the payment from. I used our unique Makro number as reference (Like all the times before).

I received my email notification from the bank that the payment was made on the 24th of March in the required bank details using the relevant reference number.

Now Makro wants a Proof of Payment. We share the email with payment details received but they are refusing to accept it because it needs to be a PDF. I asked when did this policy come in place and how was it communicated. No proper response.

I then contacted Bank Zero who indicated that they dont provide PDF Proof of Payments. I sent the email as it comes from the bank to Makro. They are still refusing to either refund my money or do the delivery because I cant provide a PDF Proof of Payment. I am unable to understand how Makro cant trace and confirm a payment using the reference number, date and amount to confirm that an account has been paid.

We are moving to a new supplier that at least still care about customer service but I still dont have my money back!