Card Query And Billing

Today the 02/03/2018 on my way form a meeting i had passed by a pep store branch in Wonderboom Juntion in Pretoria to buy items for my pre- scholar. Then i had asked the ladies pin the shops if the do not have long sleeved winter vests because i had looked and could not find them. she then advised that they were still packing winter range that had recently and if i could come back a bit later. I then got interested in other items that i saw on the shelves and purchased that instead. I then proceeded to the till point to pay for my items, and i was assisted by a cashier Tshepo Kekana. I then swiped My Fnb card , then he told me that the card declines, i said to him that its impossible as i just received a notification of my purchase. I then Opened my Fnb App and when to transaction History and showed him that i was billed already. He then insisted that i swipe again, then i told him how could i be billed twice for one transaction , He still insisted because he would not give e the purchased goods. then i asked him what happens with the R507. 88 that i was billed for the first time, he then said it will be revered back into my account after 15 to 20 minutes of my purchase. I told him that i don't want swipe then struggle to get my money back, because the next thing they will be telling me that i need to go get a statement from my bank and go back and forth with my refund.

iI swiped and Told him if the money is not back in my account i will be back to the shop. I left and Prceeded back to my office and checked my account an hour later but still there was no money in my account.

i then called the Pepkor head office , spoke to a lady by the name Of Marcel and she transferred me to a guy by the name of Chris. When i was busy explaining what happened Chris then transferred me to another line which they answered buy put the headset down and continued with they conversation on the other end while i kept holding. then i hanged up and dialed again , then i spoke to Marcel and i told her what happened then she said let me put you through one more time, then she put me through again to Chris then Chris Transferred me to a lady by the name of Julie. I explained to her the whole situation then she told me that the cashier gave me incorrect information that my money was to be reversed today. They have been having this problem recently with Fnb And Capitec customers, which they are going to have a meeting with Fnb. She then advised that my money would be reversed after 10 working days. Which will be on the 20th of March, Then i said to her that would be unfair because i made the purchase Today the second of March 2018,

I also asked her why dont they advise the stuff about the card problems to the clients , so that it would be a clients chose to swipe or go withdraw instead and pay in cash. Julie advised that they told the Branch Managers to tell their stuff to advise customers of such problem and give them an alternative option to withdraw and pay in cash. She said i must not get angry with her when i told her that is unfair that i will get my money at a later stage. She asked for the the store number and said she will give them a phone call . She took my number and said she will call me back.

I also called the store ( pep wonderboom Junction) , i asked to speak to the Branch Manager and i was advised that he is not in at work and he will be back Tomorrow the 3rd of march 2018. I spoke to his second in charge which was a lady , and i explained to her my problem then she started having dialogue with me when i told her why i was not advised jabout the card problems because now Am advised by Head office that my money will be reverse after 10 working days. She then said there nothing such as that, then i asked if she is saying i am lieing or not. and now she is not even giving me a chance to finish but interrupting me along the way. I told her that the cashier should have explained that the card machine gives a problem for Fnb Clients and Capitec clients like head office said. then it could have been my choice if i wanted to proceed or not. i could have quickly went to withdraw. i Told her not argue with me and give me a solution to this problem, i said to her i also work with clients and dont scream and shout at them ...she continued giving me attitude and saying i am not shouting at you but you dont want to listen when i tell you that your money will be reversed today....then said ( kere sorry mos ...kere sorry ...ausi kere sorry) meaning OK then sorry . Lady i am sorry mos....Then i advised her that she could have apologized in the beginning instead of arguing with me. She told me she was hanging up the phone as i was keeping her on the phone and she hang up. Immediately after that Julie called me and told me that the lady at store said sorry, i then told her that was not an apology but an argument ... she then advised me that the store manager will be back on Monday. I said to her that was not what i was told, so basically the second in charge told me lies just to get me of her face. I then Told Julie that i will rather return the Goods Back to the store and she told me , still i will not get my refund today. I told them that i will take this matter further because it seems like customer care is not part of their policies.

i would like to be assisted with my refund with a matter of urgency .