Complaint Regarding Voucher Redemption Experience at Pick n Pay Fourways Mall

Dear PnP & TymeBank,

I would like to formally lodge a complaint regarding an incident that occurred on the 22nd of December 2025 at the Pick n Pay store in Fourways Mall.

On that day, I visited the store to redeem a TymeBank Voucher that my brother had sent to me. I presented the voucher number written on a piece of paper, but both the two tellers and the store manager, Jolene, refused to assist me. They explained that the voucher number must be on a phone, and that they could not verify its authenticity if it was written on paper. When I asked why this was the case, the manager claimed that they could not determine if it was *****ulent if it was written on paper.

I further inquired about how ***** is defined in the context of TymeBank vouchers, but Jolene was unable to provide a clear explanation. I also asked her how they would verify if a voucher number, even when presented on a phone, was not obtained *****ulently, but she did not respond satisfactorily.

As I was still unsatisfied with the lack of assistance, I asked if this was a common policy at Pick n Pay or TymeBank. Jolene did not offer a clear answer, so I requested a formal disclaimer stating that a customer cannot redeem a voucher written on paper. I even offered to provide my ID as an additional verification measure, but my request was still ignored.

In addition, the refusal to assist me caused a significant inconvenience. My parking ticket time expired while I was at the store trying to resolve the issue, and I was forced to pay R10.00. I had not anticipated this charge as I was spending more time trying to get assistance, and I was left stranded without the means to pay until I asked others for help.

I am writing to you, Pick n Pay, in the hope that you can ensure consistent service across all your stores. In my experience, other stores simply request the voucher number, regardless of whether it is on a paper or a phone. The approach taken by your store manager seemed unnecessarily rigid and did not account for valid reasons why a customer might have the voucher number written down.

I also believe that if this policy is not officially stated by either Pick n Pay or TymeBank, it undermines the reliability of TymeBank and restricts the usability of the voucher feature, particularly for customers who do not have a phone or whose phone battery is drained.

I kindly ask for your attention to this matter, and for clarification on the official policies regarding voucher redemption.

Thank you for your time and consideration.

Kind regards, Percy