****** OK loyalty card and poor in-store follow up.

Good Day

I would like to log a formal complaint in regards to the apathetic and unprofessional service of a few cashiers and the supervisor of the OK Bayview(Spine road/Birkenhead drive) store.

On Thursday, 24 October at 17:28:22, I made a purchase at the shop and the cashier failed to give my loyalty card back to me. I had only realized this the following day, Friday 25 October when I came to the store to make another purchase at 17:08:52 and couldn't find my loyalty card (I kept my receipts for timestamps). I remembered that only my debit card was handed back to me after the sale the previous day by the cashier, but not my OK loyalty card. This cashier also told me to take my own receipts as she wouldn't complete her service by giving it to me herself.

I spoke with the supervisor, Manuel, and he asked the name of the cashier who assisted me the day before. The receipt showed Donica Classen, but she was not on shift on Friday when I requested my loyalty card and the supervisor said he would look around the tills and the office for my card, but there was nothing there so he told me to go and request a new card at the monemyarket but the cashier had me waiting a long time asking me if she could first attend to other customers even though it was my turn to be served and then she told me she couldn't issue a new card because the OK rewards terminal or machine was not plugged in and would take a long time before being charged. At no point did the supervisor or cashier advise me to have my card blocked and they didn't give me a number to request that my card be blocked. The impression was given that it was just a matter of transferring my details to a new card the next day, or that they speak to the cashier. It felt like my request for a new card with details to be transferred was a trivial matter to them, so without any success that night, I went home trusting the supervisor would do a follow up as he assured me he would get things resolved.

At 09:52 this morning, 26 October, I received an sms to say my loyalty points were redeemed! I was so furious that some stranger **********ly used my card and obviously had pretended to be me and signed a redemption slip as if they were me. I don't care for the points, although it's a reward I received for making regular purchases with OK stores, but I felt more violated in that my personal I formation was accessed. I was not impressed with the lack of action from the supervisor and moneymarket cashier that could have prevented the ********** activity in the first place.

I immediately contacted the number on the sms to notify that it wasn't I that redeemed my loyalty points and I explained to the person on the line to what had happened prior to the redemption of the points. After ending the call I contacted the store where my card was not returned to me and the supervisor sounded like he would do something about the matter then and there, and he took my number and said he would call back once he spoke to the manager. I waited a couple of hours and called him back instead and chose to speak to the manager on duty myself to see if the supervisor notified him of the card theft. The manager was not notified at all! This is disrespectful and insensitive given that a serious matter of theft and ***** has occurred against myself and the store.

I am very worried about my personal information that was accessed and very upset that the persons whom I had contact with in the store were not reluctant but completely indifferent about what had occurred. This reflects poorly on the OK brand.

I do hope that there are more competent people that will assist me in resolving this issue asap. This is really disturbing.