Complaint Regarding Poor Customer Service and Unresolved Scratch Card Query

I am extremely disappointed with the level of service I have received from the Pick n Pay Call Centre regarding a query about a scratch card that I received on 30 May 2026.

On the same day that I received the scratch card, I was advised by one of your agents to submit my query via email, which I promptly did. Unfortunately, since then I have been passed from one department to another without receiving any meaningful assistance or resolution. It feels as though no one is taking ownership of my case, and I have been sent from pillar to post with little to no communication.

What frustrated me the most was my experience today. I contacted the call centre seeking an update on my query and spoke to an agent who placed me on hold without any explanation or regular updates. I remained on hold for more than 30 minutes before eventually having to terminate the call myself. I then had to call back again simply to try and understand what was happening with my case. Following this, I only received an email stating that the matter had been escalated, which is information that should have been communicated much earlier.

As a customer, I expect to be treated with respect, professionalism, and courtesy. Customer service agents should remember that the people they assist are valued customers and should be treated in the same manner they would expect their own family members to be treated. No customer should have to endure poor communication, excessive waiting times, and a lack of accountability when seeking assistance.

I kindly request that this matter be urgently investigated and that I receive a clear update regarding my scratch card query. I also hope that steps will be taken to improve the quality of customer service provided by your call centre agents to prevent other customers from experiencing similar frustrations.

I look forward to your prompt response and resolution.