Shocking service from PEP Home Centurion Mall

I visited the PEP Home store in Centurion Mall on 10/11/2019 to purchase bedding. When trying to pay the transaction was declined twice because according to the cashier they had problems with their speedpoint. By then we have already wasted 20 minutes and we decided not to take the goods and left.

Two days later, on 12/11/2019 the transaction actually went through my bank account. I reported the incident to PEP through their website. A lady with the name of Annelize, claiming to be the area manager phoned me the next day and told me that I was not the only person and that the mistake will be rectified within a week. She claimed that they had problems with the connection to the bank A week later I phoned her back and was assured that they are busy sorting out the problem.

Needless to say there was no follow up from PEP Stores side and I phoned her again on 29 November 2019 to inform her that no refund took place. At that stage she requested that I send proof of the payment from my bank to her so that she can arrange for a refund from her Head Office which I did. During the conversation I asked her for the contact details of her superior which she did not give to me.

Today is the 15th of January 2020 and I have not heard anything further form her or PEP Stores and I am still waiting for my R219.97 to be refunded.

I have been a loyal customer of PEP Stores over the past 40 years, and I do understand that mistakes can happen. What I can not understand is the fact that there is absolutely no interest from PEP Stores side to have this issue resolved. All that I had from day one was just empty promises.