PEP ********** in Forest hill Mall Centurion

Dear Sir/Madam

I am writing to dispute the ***** that took place on the 3rd of August 2018 in Pep store at Forest Hill Mall Centurion. My Mother and i went to Pep store to deposit money of the amount of R910 around 12:46 Am.

Few minutes later after deposit my mother received a call from a male who introduced him self as a Pep employee, my Mother handed over her cell phone to me to speak to this man. He he advised us to use the new withdrawal number since the system generated the new one due to technical problems that they had after our deposition , he further confirm the withdrawal number that we have from the receipt we received from Pep store in order for us to cancel it and write the new one he gave us.

As a customer I took the new withdrawal number since he said he’s calling from Pep store , and it was our first time to deposit the money at Pep. He also gave us the new pin (2018)since the withdrawal number is been changed and ask us to confirm the old one in order for us to be able to withdraw the money.

After two days on Monday 6th August 2018 my mother gave the receiver the details to withdraw the money, we received a call back from the receiver saying she’s unable to find the money.

As a frustrated customers my Mother went to her nearest Pep store in Tembisa to find out what was the issue, only to find out that the money is been withdrawn in Centurion. My mother called me to go and find out why is money is been withdrawn.

I called the Pep store and as for the store manager, they handed the phone to the person called Emelda. I spoke to Emelda and she said I should come and see her.

I went to the shop on the 7th August 2018 , Emelda the Manager ask for the receipt as evidence and check with the customer service when and where was the money withdrawn. And she told us that the money was withdrawn the same day on the 3rd at Absa ATM in Olivan Centurion.

And she said we were not the only victims that day , she even mentioned that it happened like that and from the same cashier by the name of Nobuhle. And Nobuhle she asked to confirm my Mother’s Cell number Three times she refused to get it by looking from my cell phone. Emelda the Manager said she was not supposed to ask customers to give the cell numbers verbally dues to those incidents and it is Pep new rules they know as cashiers.

I asked her to check the surveillance cameras, she refused and said it is useless coz we can’t see the suspects since their cameras shows only by the teller’s sport. She took the copy of the receipt and my details promised she will take it further. And later she sent and sms to advance to open the case while they are busy with investigation from their side.

Since then I never received any updates or calls from Pep store and I am sure that this ********** issue is an inside job with the cashiers, how would the outside person know the withdrawal number and how did they get the cell number and they know that the cameras will expose that teller that is the reason why they can’t show us the video of what happened that day.

And I am not happy with Pep as customers being treated like this with our money, I mean my mother she’s a very old woman ,how could Pep keep such ********* to assist us and I’ll treat their customers!?

It is very frustrating how they even handle such issues coz they don’t even care about how we feel and our safety as customers if their cameras not working they are just there for decoration purposes.

I Enclosed all the information and copies to use this sentence to describe any enclosed information, Please investigate this matter and correct the ********** that is happening at Pep Store at (Forest hill Mall )as soon as possible. I would appreciate a response from you in writing. Thank you for your assistance.