Mc donald's Paarl

I am writing to raise a concern regarding an issue that occurred at your McDonald’s branch in Paarl Main Street on Tuesday at 14:27:48, drive-thru order number 2085. I made a purchase of R140.80, and the transaction went off twice on my Nedbank account. I immediately showed the staff member at the window that the duplicate payment appeared on my banking app. She advised that I could return the next day, and if the transaction had not been reversed, I would be refunded. As I do not live in Paarl but in Wellington, I returned the next day to follow up. I showed another staff member on my Nedbank app that the transaction had still not been reversed. She was aware of my situation, and I explained that I didn’t even need the money back — I would be happy to take something for my son instead, as he loves McDonald’s and we are regular customers. However, I was told that they could not help me unless I provided a bank statement(bank charges!!!). This is unreasonable and concerning, as I already showed proof of the double charge directly from my banking app. By insisting on a bank statement, your staff are effectively making their internal system issue my problem, which feels unfair and unnecessary for a customer simply trying to resolve an error not caused by them. This also raises a broader question — what would your store have done if the affected customer did not live in Paarl and could not easily return or go to their bank for a printed statement? Such a process creates unnecessary difficulty for customers. Furthermore, requesting a bank statement raises a Protection of Personal Information Act (POPIA) concern. A bank statement contains private and unrelated financial information, and under POPIA, businesses may only request personal data that is strictly necessary and relevant to the matter being addressed. I therefore respectfully request that: 1. This matter be reviewed and resolved without the need for a bank statement. 2. Your staff receive guidance on handling such issues appropriately and in compliance with POPIA. 3. McDonald’s ensures that customers are not burdened with proving or resolving internal system errors.