Disappointed customer @ pick n pay Galleria

Hi

On Saturday the 1st of October at 10:45am I was at pick n pay Galleria taking out an instant money voucher the cashier had asked me to enter the pin which I did and the machine read authorising and the cashier had informed me that it didn't go through.

The cashier then tried it again and it said the voucher is already redeemed. He then called for his supervisor and they tried it again . It gave the same message , voucher is already redeemed.

Then I asked the supervisor if she can please call instant money directly so she can find out what really went wrong. She had said to me that is not the process and she can't do that she needs to check the screen in the office to see if the transaction went through.

She then returned after 10 minutes and told me that the transaction wasn't successful.

I then said I will call Instant money myself because she didn't offer to help me in any way. She only said I need to wait 3 days for them to get back to me. I then went away and used my airtime to call instant money myself and I spoke to a lady by the name of Portia and she said that the transaction was successful on her side. She can see the money was taken out at Pick n Pay Galleria, they even have proof of withdrawal.

She advised that the store was supposed to call instant money because this is a fault from their side and she can send the proof that the withdrawal was done.

I then went back to the store and spoke to the assistant manager Thando and I explained the whole situation again, this was at 11:20am.

Thando said that his Manager is not in and will need to get a hold of her and get back to me in an hour's time , which never happened.

I went back at 2:30pm because I didn't receive any feedback from Thando or his Manager.

When I got to the store I explained my whole sinario all over again and the Manager Chene refused to assist me in giving me the money back. She called instant money and got the proof of withdrawal and still told me that she will not cash up her tills short because this is not their procedure and she cannot assist me in that way.

I did explain to her that this is a inconvenience to me and this was my transport money that I needed to go home with and this is a fault from your side and not mine. She blatantly denied this and insisted that its not they fault.

Then I asked her if I can speak to someone higher so I can get my money because I needed it for transport. She refused and said even if they give authorisation she would never.

I then asked her for customer service number and she gave me tech support number , I'm not sure if she did this intentionally as if she didn't know the number and she wasn't very helpful at all.

I then got the correct number for customer service and explained all over again about my issue and the lady said she will send me a sms with reference number stating that its urgent.

I am still waiting as I didn't get any response as yet. This is fastrating and time consuming and it costed me extra money to get home because someone had to book a uber for in order to get home.

This is poor Customer service and there was no urgency to assist me in any way. All they did was give me a waiting period to get my money which wasn't any of my fault.

Your assistance will be urgently appreciated.

I expect the voucher to be sent to me again and I do not want to go back to that store because I pleaded with the manager to assist me and she refused to my face.

Hi

This has not been sorted out yet and there seems to be no urgency in you guys assisting me.