Formal Complaint Regarding Pick n Pay ASAP Service and Unauthorised Billing

Dear Pick n Pay Customer Service/Management,

I am writing to formally express my disappointment and frustration regarding the service I received from members of your team, particularly Thando Mafanya, who I understand is one of the managers at Pick n Pay ASAP, as well as Robin Bee.

I placed an order through Pick n Pay ASAP and selected a product that was shown as available on the platform at the time of my purchase. I was not informed beforehand that the product was out of stock. Based on the information displayed on the platform, I made an informed decision to purchase the item, and my account was subsequently charged for it.

My concern is that I should not be expected to accept a delayed refund for an item that was presented as available for purchase. Pick n Pay has a responsibility to ensure that the information displayed on its platform is accurate and up to date so that customers can make informed purchasing decisions. I was only informed that the product was unavailable after I had already been charged, and the app was apparently updated only afterwards.

What has made this experience even more unacceptable is the manner in which my complaint was handled. I contacted Pick n Pay on four separate occasions in an attempt to resolve the matter. During these calls, I experienced repeated difficulties getting assistance, and on several occasions Thando Mafanya instructed agents to end or disconnect my calls while I was trying to address my complaint. I repeatedly had to call back simply to try to get someone to assist me.

I find this conduct extremely concerning, particularly from someone in a managerial position. Customers should be treated with respect and given a reasonable opportunity to explain and resolve their concerns. Being repeatedly disconnected while trying to resolve a billing issue is not an acceptable standard of customer service.

I have evidence relating to these interactions and the order, including proof of the product being displayed as available, the charge to my account, and my attempts to contact Pick n Pay regarding the matter.

This situation has also negatively affected me personally and professionally. I am currently at work, and the amount of time I have had to spend repeatedly calling customer service has disrupted my productivity and taken considerable time away from my responsibilities.

I would therefore appreciate this matter being escalated to the appropriate senior management team for a proper investigation. In particular, I would like:

An explanation as to why I was charged for a product that was not available when the platform indicated otherwise. An explanation as to why the availability information was not updated before customers were allowed to purchase the product. Confirmation of when I can expect the refund for the unavailable item. An investigation into the conduct of Thando Mafanya and Robin Bee during my attempts to resolve this matter. Confirmation of what steps Pick n Pay will take to prevent similar incidents from happening to other customers.

I have been a Pick n Pay customer and expect a reasonable standard of service and accountability from the company. I understand that errors can happen, but the way a complaint is handled afterwards is equally important. In this instance, I feel that my concerns were not treated with the seriousness and professionalism they deserved.

I would appreciate a written response addressing each of the above points and confirmation that this complaint has been formally escalated.

I trust that Pick n Pay will take this matter seriously and investigate it appropriately.

Kind regards, Kutlwano Moletsane