Unaccounted payment

Complaint Statement Against PEP Store – Tembisa Birch Acres Mall

To: The Store Manager / PEP Customer Care

Subject: Complaint Regarding Unresolved Payment and Lack of Assistance

I, am writing this letter to formally lodge a complaint against the PEP Store located at Tembisa Birch Acres Mall. On the 7th of October 2025, my wife visited your store to request the store account number in order to make a payment towards our PEP account. She explained that she did not have my ID or store card with her at the time. One of your store consultants provided her with the store’s account number, after which she proceeded to the nearest FNB ATM and deposited an amount of R300 into that account. Unfortunately, she did not opt to print a receipt after completing the transaction. We expected that the payment would reflect within or after seven (7) days, but it did not. We then returned to the store to request the same account number again so that we could visit an FNB branch to trace the transaction and obtain a proof of payment, which was required by the PEP Financial Department. However, on this occasion, the store staff refused to provide us with the account number, preventing us from tracking the payment and retrieving the necessary proof. As a result, our payment of R300 remains unaccounted for, and our account is now in arrears. We are extremely dissatisfied with the lack of assistance and cooperation we have received from the store in trying to resolve this matter. We therefore request urgent clarity on what happened to our payment and immediate assistance in locating or reconciling the missing funds. We also request that appropriate action be taken to prevent similar issues from happening to other customers. Please treat this matter as urgent and respond to us as soon as possible. Yours sincerely, [Tebogo Prince kekana] Contact Number: [***] Email Address ([***] PEP Card Number ( [***]