Disgruntled and disappointed customer

Dear Pick n Pay Customer Service,

I am writing to request assistance regarding a grocery purchase I made at Pick n Pay on Saturday, 29/08/2026

Unfortunately, three of the items I paid for were not supp**** to me. I contacted Pick n Pay immediately after noticing the missing items, and I was advised by a staff member that the items were in fact out of stock. I was further informed that, due to an apparent system issue or glitch, the items did not reflect on my side as being unavailable/out of stock.

I was advised that the amounts for these three items had been reversed/released back to my bank. However, it is now day four and I have still not received the money back into my Standard Bank account.

I have contacted Standard Bank regarding the matter, but they have advised that they require proof that the items were not supp**** and that the funds were actually reversed by Pick n Pay before they can assist me further. At present, the only evidence I have is a screenshot showing the telephone call I made to Pick n Pay immediately after the purchase.

I therefore kindly request that Pick n Pay provide me with written confirmation/documentation confirming:

1.That the relevant amounts for these items were reversed/refunded; 2.The date on which the reversal/refund was processed; 3. The amount that was reversed/refunded; and 4. Any transaction/reference number or proof of the reversal that I can provide to Standard Bank.

I would appreciate this information as soon as possible, as I have already been waiting four days for the funds to reflect in my account and I am currently unable to resolve the matter with my bank without proof from Pick n Pay.

Please investigate this matter and provide me with the necessary confirmation/proof of the reversal so that I can submit it to Standard Bank.

I look forward to your urgent assistance and resolution of this matter.

Kind regards, Winnie Contact number,*** Order/Receipt Number, ***