Complaint about an FNB Voucher

Dear Pick n Pay Customer Care,

I wish to lodge a formal complaint regarding the service I received at the Westwood Pick n Pay store on 30 August 2026 at approximately 13:00.

I visited the store with the intention of purchasing a Pick n Pay gift card to the value of R9,500 using a voucher issued to me by FNB. When I approached the store, I was informed that the voucher was not yet effective and that the staff at the store were not fami**** with it.

I was subsequently assisted by Suraya, who advised me that the store's policy or SOP does not allow gift cards to be purchased using such vouchers. When I asked to see the relevant SOP or policy so that I could understand the basis for the refusal, I was advised that she did not have access to it and that head office would provide it.

I find this experience particularly disappointing for the following reasons:

Lack of communication and staff knowledge: It is concerning that FNB can issue a Pick n Pay-related voucher while the store staff are apparently unaware of the voucher or its operation. This creates unnecessary frustration for customers who are simply trying to use a benefit legitimately provided by their bank. The purpose of purchasing the gift card: The voucher was worth R9,500, and my intention was to spend the full amount at Pick n Pay. I specifically requested a gift card because spending R9,500 on ordinary FMCG items in a single transaction is neither practical nor necessary for me. Pick n Pay Clothing: I also intended to use the value towards purchases at Pick n Pay Clothing. The gift card would therefore still ultimately result in the money being spent within the Pick n Pay group, as intended. I would therefore appreciate clarity on the following:

What is the specific policy or SOP that prohibits the purchase of a Pick n Pay gift card using an FNB-issued voucher? Why does this restriction exist if the funds will ultimately be spent at Pick n Pay? Was the policy communicated to staff at store level, and were the relevant employees properly trained on the use and limitations of the FNB voucher? Why would FNB issue a voucher intended for use at Pick n Pay if customers cannot use it for a gift card, particularly where the customer intends to spend the full value within Pick n Pay? Does this restriction apply to all FNB vouchers, or specifically to the voucher issued to me? I would also appreciate a copy of the relevant policy or SOP re**** upon by the store in refusing the transaction. If the policy is available publicly, please provide me with the relevant reference or terms and conditions.

My concern is not simply that the transaction was declined. It is the lack of clear information provided to me and the apparent disconnect between the voucher issued by FNB and the information available to Pick n Pay staff.

I believe that customers should be provided with clear and consistent information, particularly where a financial voucher is involved. I therefore request that this matter be investigated and that I receive a written response explaining the policy, its rationale, and whether the store staff were correctly applying it.

I look forward to your response.

Kind regards,