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Grant N

1 reviews | Active since Feb 2019

07 Feb 2019, 09:10

Markhams Card Replacement - Home Affairs Temporary ID not Valid?

My walett was ****** on 27th January 2019, with all my bank cards, including my ID, drivers licence and Markhams Card. Yesterday, 5th February 2019, I finally managed to complete an ID application at home affairs, including being issued with a temporary ID. My bankers, First National Bank, have already accepted the temp ID as valid identity document, but Markhams Gateway refuses to accept my official Department Home Affairs valid temporary Identity Document to make a new Markhams retail card. The unfriendly staff member (approximately 17h15 on 6th February 2019), advised that Customer Services protocols will not allow her to issue me with a card, without valid identification, and that according to their protocols this official Home Affairs document does not constitute a valid identity document. Further, there was no manager on duty to discuss this further, when I demanded to see a manager. She then called her manager off duty on her cell phone, with my insistence, and was advised the same thing. I am appalled that Markhams (and possibly then the whole TFG group?) does not accept a South African valid temporary Identity document as valid proof of identity. That is in effect making a mockery of our Home Affairs department and is not with South African spirit. I will take this further to the Home Affairs department itself for their investigation into whether this can be legally not accepted as valid identity?

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Replies (7)
Markhams
Markhams's reply07 Feb 2019, 09:37
Official
Good morning Grant, 

I'm sorry to hear about your wallet that's been ******! 

To get some more clarity about what we can do, I'll contact our New Accounts/Customer Service dept for some feedback and get back to you soonest :)

Kind Regards,
Ilham Jacobs 
GN
Grant N's update07 Feb 2019, 10:05
Reviewer Update
I have received a call from the manager now which I appreciate. She has advised they will make an exception and allow me to replace my card. I will go in this evening. She also apologised for apparently having some personal issue, or doctor's appointment, for leaving the branch unattended by a manager. Despite this being speedily resolved for me, which I do appreciate (and is only due to this public complaint!), it still does concern me that the TFG retail group (or only Markhams?) does not accept a valid Home Affairs Temporary Identity Document as a valid form of ID. I will not consider this complaint closed, or change any status until I receive feedback in that regard. Thank you though, for a very quick and positive response for me personally.
GN
Grant N's update11 Feb 2019, 11:26
Reviewer Update
Hello. After some frustration on the phone, the manager managed to get approval with customer service to issue me with a card, based on this enquiry, which I appreciate. However, I still waiting for a response in principle, as to the TFG Group's non acceptance of a Dept Home Affairs issued official temporary ID, as an acceptable identity document. This query remains unresolved until such time as there is a response in this regard. Thank you!
Markhams
Markhams's reply11 Feb 2019, 11:28
Official
Hi, 

I have been in contact with our customer service dept regarding you wanting more clarity on this TFG policy. 

I will follow up with them again this morning so that you can be provided with the necessary feedback.

Kind Regards, 
Ilham Jacobs
GN
Grant N's update11 Feb 2019, 11:37
Reviewer Update
Thank you.
GN
Grant N's update13 Feb 2019, 19:59
Reviewer Update
Dear Ilham, Your responses have been appreciated. It has however been nearly 48 hours without responde further. Your colleagues are not showing interest to help you with a response, or they do not have any reasonable response? Unless there is follow up confirmation of immediate change of company policy, before close of business on Friday 16th February 2019, I will be contacting the Department of Home Affairs on Monday 18th February 2019, to discuss the validity of this practice, whether it is in fact legally acceptable for any large retailer to in fact not except the Department of Home Affairs legal temporary identity document as not being a valid form of South African identification. I look forward to your response further. Thank you. Grant Nevin
Markhams
Markhams's reply14 Feb 2019, 13:12
Official
Hi Grant! 

Hope you're well,

I just received confirmation that our Customer Service dept has sent you a response to this query, I do hope that it provides some clarity. 

Kind Regards,
Ilham Jacobs