Unprofessional Conduct

I am writing to lodge a formal complaint regarding severe operational negligence and unacceptable customer service experienced across two of your retail locations: Pep Cell at Southgate Mall and Pep Stores at Eldorado Park (Shoprite Centre). 1. Incident at Pep Cell, Southgate Mall (26 July 2026) On 26 July 2026, I made an account payment of R800.00, leaving my credit balance at R2,975.32. The assisting cashier, Mitchelle, processed the transaction and handed me a card. Unbeknownst to me at the time, Mitchelle handed me an store card belonging to another customer—a critical failure of basic store security and operational procedures. 2. Incident at Pep Stores, Eldorado Park (29 August 2026) I only discovered this error on 29 August 2026 when visiting your Eldorado Park store to make a R420.00 payment. The handling of the situation by cashiers Nthabiseng and Busi was entirely unprofessional: Lack of Ownership & Protocol: After processing the payment, Nthabiseng consulted Busi regarding a card recall. Neither staff member possessed the basic training required to handle this process. Unprofessional Conduct: Nthabiseng asked if I had personal airtime to call Pep Customer Care myself to resolve the store's error. When my airtime ran out after spending 1.5 unproductive hours on the line, Busi refused to let me use the store phone, dismissing me with blank stares, eye rolls, and an abrupt claim that "the phones are locked." Absence of Management: Throughout this entire 90-minute ordeal, the store manager walked past the counter repeatedly without intervening or offering assistance. Required Resolution: 1. Account Rectification: As the mix-up was caused entirely by your cashier's negligence on 26 July, I am not liable for any unauthorized transactions on that account. I demand that my account balance be fully investigated, restored, and aligned with my actual payment history. 2. Staff Accountability: An internal investigation into the conduct of the staff at both branches, specifically regarding customer data security at Southgate and staff attitude/lack of management at Eldorado Park