Complaint – Discriminatory Treatment and Unacceptable false advertising

To Whom It May Concern, I am writing to formally lodge a complaint regarding an incident that occurred at one of your stores on Friday, 20 March 2026, at approximately 16:45. I entered the store with the intention of purchasing a promotional burger special and selected two items accordingly. Upon approaching the cashier, I was met with immediate discourtesy. The staff member in question failed to greet me and instead addressed me in a blunt and dismissive manner, informing me—without any prior visible notice—that the promotion was limited to one item per customer. In good faith, I responded that I was willing to pay full price for the second item. At this point, the situation escalated into what I can only describe as unacceptable and discriminatory conduct. I was asked, in a curt tone, how I intended to pay. Upon stating that I would be using my card, I was then interrogated as to which bank I use. When I answered that I am a Capitec client, I was informed—again without any prior indication—that the promotional offer was exclusively available to FNB customers. This interaction was not only handled with a complete lack of professionalism, but it also raises serious concerns regarding discriminatory business practices. At no point prior to reaching the till was it made sufficiently clear that eligibility for the promotion was restricted based on banking affiliation. Furthermore, the manner in which this information was communicated was abrupt, disrespectful, and devoid of basic customer service standards. As a customer, I find it wholly unacceptable to be treated with such disregard and, more importantly, to be effectively excluded from a promotion based solely on the financial institution I choose to bank with. This is not only ethically questionable but potentially in violation of fair consumer practice principles. I left the items at the till and exited the store immediately. I refuse to support a business that permits such treatment of its customers. I demand: A formal explanation of the promotional terms and why they were not clearly communicated. An investigation into the conduct of the staff member involved. Clarification on whether Pick n Pay endorses discriminatory promotional practices based on banking institutions. Assurance that corrective measures will be implemented to prevent recurrence of such incidents. Be advised that failure to address this matter satisfactorily may result in escalation through appropriate consumer protection channels. Your urgent attention to this matter is expected. Sincerely,