DSTV! PAYMENT TO INCORRECT ACCOUNT - FLORA CENTRE

Good day Pep,

I am writing this email on behalf of my domestic worker. She went to the Flora centre store on Tuesday 28/03/2023 at 16:00, she was assisted by casher named Sharon. She requested to make a payment to her DSTV account : her details are: Name : Maria Mnyani Contcat number = *** Sharon proceeded to confirm her details and then processed a payment of R129 which was deducted from her bank account on 28/03/2023 at 16:12:03. Before leaving the store had she checked her invoice and noted that it was paid to another account number and name which did not belong to her. Sharon requested time to have this rectified and promised to keep her updated. Today, Thursday 30/03/2023 from 9 am we tried calling the store to get an update as Sharon had not updated Maria on the query. I decided to take her to the store for an update,.

1. When we entered the store we were directed to where Sharon was, we met her and requested an update. Sharon was extremely “irritated” with Maria and told her that she is waiting for DSTV and that she is trying to get it reversed. 2. Sharon proceeded to call DSTV again and was informed that 24 hours is needed to have this transaction cancelled. Bearing in mind this incident is now 24 hours old. 3. I also inquired as to why they do not pick up the landline – *** and I was informed that it doesn’t work hence she is using her own phone to have this rectified ( not my problem) 4. I requested to speak to the manager as I wanted this issue to be resolved, Thandeka (manager) came to the counter and I explained the situation, her reply is that DSTV needs to resolve this,

Here is my problem:

This issue would have been avoided if Sharon focused on what is needed to be done, no confirmation or anything was done to confirm that she actually input the correct data. They could have called Maria to update her , 24 hours later we are told that this is a DSTV problem! NO THIS IS A PEP PROBLEM as PEP done this transaction incorrectly! It has costed Maria her time and her money, then I had to take time out of my day to drive her for an update of which we have received the most terrible service!

I am completely disgusted in the customer service received, while they made Maria feel like all this was her mess!

I want URGENT feedback on the outcome of this query!