Formal Complaint Regarding Poor Customer Service PEP Home Protea Glen Mall

I am writing to formally lodge a complaint regarding the poor service I received at PEP Home, Protea Glen Mall on 20 December 2025, when I visited the store to make a Mukuru payment.

I waited in the queue for approximately 20–25 minutes. There was no notice or sign displayed to inform customers that the system was offline. Only after reaching the cashier was I informed by Ms Thandeka that the system was offline. This was shocking and extremely frustrating, especially after waiting for such a long time without any communication from staff.

What makes this situation particularly concerning is that PEP Home and PEP Cell are part of the same PEP Group. After leaving PEP Home, I walked to PEP Cell, just two stores away, where the store was well organised. Customers making money market transactions were assisted on one side, while purchase transactions were handled on the other. Most importantly, the Mukuru system was fully operational, and I was able to complete my transaction without any difficulty.

This raises serious concerns about inconsistency in service within the same group, as well as whether I was genuinely assisted or simply turned away at PEP Home. It also brings into question whether Ms Thandeka showed the required willingness to assist customers, or whether she is best suited to be positioned at the store front where customer service is critical.

As a customer, I expect transparency, clear communication, and a consistent level of service across all PEP Group stores. At the very least, customers should be informed upfront when systems are offline to avoid unnecessary waiting.

I kindly request that this matter be investigated and that appropriate steps be taken to address customer service standards and communication at PEP Home Protea Glen Mall.

Thank you for your attention to this matter. I look forward to your response.