Bad Service

Good day.

I am writing on behalf of my wife, Mpume Graaff, who on Sunday 16th February 2020 went to buy a few items for the school kids, but returned empty handed although the money was debited from her bank account. My wife had entered her pin number as requested by the cashier and the speedpoint displayed approved and she immediately received a notification on her phone and she removed her card. Tha slip printed unsuccessful and the cashie claimed the card was removed prior to the transaction completion. Tha store refused to give her the purchased goods and said the money will reverse into her account after 24 hours. This did not happen. I accompanied her to the shop and the floor manager said it will take 48 hours. This did not happen. We went back to store and they said they need a bank statement. We provided a statement which showed the transaction was pending to be received by OK Grocer. A week later still no reversal or word from the store, we decided to visit Capitec. They informed us that the money had gone through to the store and they will charge R60 to reverse it. We did not accept this as the amount was R89.15. Can you please assist in asking the store to refund us even though it may seem as a small amount, it resulted in the kids having no lunch for school that week as it was the only money we had. These trips ti the store and to the bank were all very unnecessary and financially burdening us.

Kind regards, Gavin Graaff