FORMAL COMPLAINT AND REQUEST FOR REMEDIAL ACTION - UNPROFESIONAL CONDUCT AT PICK N PAY STEELEDALE CONDUCT AT pIC NPAY STEELEDALE

Subject: Formal Complaint and Request for Remedial Action – Unprofessional Conduct at Pick n Pay Steeledale

Dear Customer Relations / Head Office, I hereby submit a formal complaint of unprofessional and unacceptable conduct by a staff member at Pick n Pay, Steeledale branch. Incident Details: • Date: Sunday, 29 March 2026 • Location: Pick n Pay Steeledale – Express Section (Till 5/6) • Time: Between 10:30 and 11:15 • Staff Member: “Patricia” (as per name badge) (as I recall)

During the checkout process, I was asked to present my Pick n Pay card. While I was retrieving my card, my wife simultaneously handed hers to the cashier. The cashier accepted my wife’s card and addressed me in a blunt and dismissive manner, stating that she had already been given a card. I then made a light-hearted remark to my wife. The cashier interjected in a rude and unwarranted manner, stating: “you did not ask me.” I clarified that I was addressing my wife, not her. Despite this, the situation escalated when she stated: “I don’t take kindly to back chat from customers when I do my job.” This conduct was: • Unprovoked • Confrontational • Unprofessional • Inconsistent with acceptable customer service standards

Basis of Complaint As a paying customer and long-standing patron of this branch, I am entitled to: • Dignified and respectful treatment • Professional conduct from staff • A retail environment free from hostility and ************ The conduct displayed falls materially short of these standards and reflects poorly on your organisation’s duty of care toward its customers. Impact The interaction created a tense and hostile environment, causing significant discomfort. As an elderly customer, I find such treatment particularly unacceptable. I do not attend retail premises to be subjected to confrontational behaviour. It nearly came to a smack. I told this teller I will report the matter to Pick n Pay Management. The teller rep****, “ You can go do it”

Required Action I formally request that Pick n Pay: 1. Investigate this incident without delay 2. Take appropriate disciplinary and/or corrective action in respect of the staff member concerned 3. Reinforce staff training on customer engagement and conflict de-escalation 4. Provide me with a written response outlining findings and actions taken

Notice of Escalation Should this matter not be addressed satisfactorily, I reserve the right to escalate the complaint to relevant consumer oversight bodies, including the National Consumer Commission, as well as to pursue further remedies available to me under applicable consumer protection frameworks. I trust that this matter will receive the seriousness it warrants and that appropriate steps will be taken to ensure that no other customer is subjected to similar treatment. Please acknowledge receipt of this complaint and provide a substantive response within a reasonable timeframe. Yours faithfully, Mr Albert T. Langeveld CITY CAPITAL ***