MWALLET Withdrawal

Good morning Pick n Pay Customer Care,

I would like to report an incident that occurred yesterday at *Pick n Pay Clothing, Groblersdal, Limpopo* while I was making an MWallet/wiCode withdrawal.

I was assisted by cashier *Ramogohlo Mmaboki* for an MWallet withdrawal of *R315*. My MWallet balance was R330, with a R15 transaction fee. I showed her the MWallet reference on my phone. While waiting, I was speaking to another cashier. Ms. Ramogohlo did not ask me how much I wanted to withdraw, which is the standard procedure for YCode/MWallet transactions. She processed a withdrawal of *R100* after only seeing “R100” mentioned in the MWallet instruction message on my phone. She admitted she did not read the full message, which clearly states the cashier must ask the customer how much they want to withdraw. When I questioned this, she became dismissive and offered to pay me *R15 from her own pocket* to cover the fee, saying “ke dire tswang gee, ke tlo go patela your R15”.This made me feel disrespected. She then called a supervisor and told the supervisor to take R15 from her purse to give to me, while also telling me to move aside so she could serve other customers — while the issue was still unresolved. The store manager eventually intervened, apologized for the cashier’s behavior, and assisted me to withdraw the remaining *R200* using a new wiCode. However, I was now charged *R15 twice* = R30 total, because of the cashier’s error.

My concerns The cashier did not follow standard withdrawal procedure by not confirming the amount. She acted unprofessionally and showed a dismissive attitude toward a customer. Her offer to pay me from her own pocket was inappropriate and did not resolve the mistake.

I appreciate the manager’s apology and help, but I believe this issue needs to be formally recorded for staff improvement.

Kind regards, Happy Msomi *** ***