Horrible Service /treatment from Pep Stores Birchleigh North Mall

Dear PEP Management, I am writing to formally lodge a complaint regarding the unacceptable service and conflicting information I received while attempting to collect my insurance replacement device. On 9 May 2026, I lost my phone and submitted a claim through the Foneyam app. The initial process was seamless, and my claim was authorized on 15 May 2026. However, my experience trying to collect the replacement device from PEP has been an absolute nightmare. Because I have misplaced my ID, I visited PEP at the Mall of Birchleigh North. The staff advised me to go to a PEP branch with Foneyam agents on-site, stating they could assist me using my driver's license. Following this advice, I went to Dunns, but they could not assist me because the claim reference number was locked specifically to PEP. I returned to PEP, only to be told that they strictly require an ID or passport, not a driver's license. This is highly inconsistent and disappointing, considering I originally purchased the phone using my driver's license. On 16 May 2026 at approximately 09:00, I called Foneyam to escalate this issue. I spoke to Dylan, who was understanding and advised me to return to the PEP store where I bought the phone. He instructed me to ask the PEP staff to call him directly upon my arrival so he could resolve the issue. When I arrived at the store, I was assisted by an incredibly arrogant employee named Ayanda. She refused to listen to my explanation and flatly denied my request to call Dylan at Foneyam. She insisted it was impossible that PEP sold me a phone without a valid ID. I explained that she was not present that day and that a Foneyam agent on-site had assisted me. Ayanda then demanded the original box and proof of payment. I explained that I have since moved houses and no longer have them, but I offered to show her the statement on my Foneyam app reflecting the purchase date and store location. She scolded me for not keeping records, yet when she checked her own system, she ironically could not find the transaction record either. Ayanda concluded by promising to call me before the end of the business day after consulting her Area Manager. To date, I have received no feedback or follow-up call. The complete lack of empathy, understanding, and basic customer care from this PEP branch is unacceptable. I am now stuck without a device that I urgently need, despite my claim being fully approved. My driver's license is a legal and valid form of identification, and it was sufficient to open this account initially. I urgently request that Foneyam intervenes in this matter. Please advise how I can immediately secure my replacement device using my driver's license or unlock the reference number so I can collect it from an alternative, more accommodating service point. I look forward to your prompt response and a resolution to this matter.