Unacceptable Delays, Invalid Escalations, and Total Disregard for Consumer Rights – Ticket #***

I am deeply dissatisfied with the poor service, automated failures, and lack of accountability from PayJustNow. I was left humiliated at the point of sale when both the standard 3-month option (arbitrarily restricted to 1/1 orders instead of the standard capacity) and Pay Stretch failed to process.

1. Contradiction of Core Values & Mission Statement PayJustNow explicitly claims to be "consumer obsessed" with a mission to deliver an "easy, empowering, and free of cost" payment experience. In reality, their response times and system errors demonstrate complete indifference to the customer experience. Leaving a customer stranded at a checkout point due to internal system glitches directly contradicts their promised commitment to put "consumers at our core."

2. Breach of Service Expectations & Broken Escalations

Unacceptable Delays: My urgent query sent on August 11th took nearly 5 days to receive an initial response on August 16th. The follow-up response took another 2 days (August 20th). While PayJustNow advertises standard office-hour support, multi-day turnaround times for critical transaction failures are completely unacceptable for a real-time point-of-sale platform.

Broken Internal Channels: When attempting to escalate this issue directly to ***, the email bounced back with a 550: No mailbox by that name error. PayJustNow provides dead-end escalation addresses to consumers, completely blocking internal dispute resolution pathways. 3. ***** Prevention vs. Consumer Rights & System Loopholes

Reputational Harm Under the Pretext of ***** Prevention: PayJustNow cited internal identity validation issues with Home Affairs and an unnotified "failed selfie" as the reason for blocking my transactions. While ***** prevention is necessary, hiding behind internal security algorithms to block legitimate, fully registered users without proactive notification causes unnecessary reputational embarrassment at the point of sale.

Violation of Consumer Rights (CPA): Under the Consumer Protection Act (CPA) 68 of 2008, consumers have a right to fair, reasonable, and honest dealing, as well as clear disclosure. Blocking access to approved credit facilities without real-time, transparent notification at the time of account failure—and failing to provide functioning channels for dispute resolution—violates basic consumer rights to service access and fair treatment.

Failure of System Redundancy: Asking a client to send a manual selfie holding an ID card after automated verification fails proves that their automated identity verification system has significant loopholes, forcing the customer to suffer transaction rejections and delays before a fallback option is offered.

PayJustNow needs to urgently review their support structure, repair their non-functional escalation channels, and train their staff to address urgent point-of-sale failures immediately rather than hiding behind days-long delays. I expect ticket #*** to be finalized and my profile safe-listed immediately.