Absolutely Unacceptable Service. Pep & Tenacity, Do Better

Let me start by saying this... the level of incompetence between Pep and Tenacity is genuinely shocking. My mother has been a loyal customer for over a year. Paying her installments, making purchases, receiving your SMS notifications like clockwork. Everything worked fine until suddenly, out of nowhere, she’s told her number is “incorrect” since she's incapable of receiving some authorisation code? Funny, since you’ve been messaging that same number for months. Anyway... with the hubbub, she accidentally leaves her card in-store. But somehow, the store *loses it* and issues a new one… which then ends up *blocked*. And what’s the response? “We can’t fix it here, you’ll have to call Tenacity.” So she does exactly that, only for Tenacity to tell her she has to go back to the store for some bull**** *screenshot*, of all things. Are you serious? So now my mother’s running back and forth between Pep and Tenacity, getting nowhere, all because neither side seems capable of doing the bare minimum. Communicate and resolve a basic customer issue. She’s the customer, yet she’s the one doing all the work to fix your mistakes. Does Pep actively train staff to pass the buck? Because from where I’m standing, that’s exactly what’s happening. Nobody takes accountability, nobody follows through, and customers are left frustrated and exhausted! You owe your customers better than this half-baked service and finger-pointing circus. Get it together and get this **** sorted.