Bad service from call Centre & the store - refund

Good day,

I extremely disappointed with PEP money market division service. My sister is been trying to get a refund since last year, but still nothing and no assistance at all.

She sent money to someone, but the money was never withdrawed, as the pin was blocked and she could not get a new pin, as she lost the sim card for ***.

She was advised to apply for refund and she called the call center several times, and she did fax the refund form several times.

But now the call Centre people are referring her back to the stores and the store does not know what to do.

I will take this matter to CRM if this does not get resolved by the end of the week.

Its costing a lot of money to fax everyday and still the matter not resolved.

I do not understand why PEP is offering this service if they do not understand their own process.

Please kindly contact my sister urgently. Kuthala Mosikare *** and ID number ***.

Regards Sibusiso ***