PNP don't make drawing cash a customer friendly process

Pick 'n Pay offer the service to draw cash at a till point from a Capitec account, however almost every time I have tried to do this the staff tell me they don't have cash in their till, and make no effort to arrange the cash from another source. My husband uses this service regularly and has learnt that they can request the cash from the back office. They will often only make this effort after he calls the PNP customer carel centre to complain he isn't getting service. Knowing there is an option to get the cash from the back office, I tried it myself. The attitude from the staff when I asked if they could please get the cash from the back office was a disgrace to the PNP name. They first told me they couldn't, until I insisted I knew it was possible. They then agreed to do it, but with no-one communicating to me what the process was. I didn't know if I must stand by the till or walk to the back office with the supervisor. When I tried to ask her she walked past me without answering me, left me standing outside the back office for almost 20 minutes, and then when she came out with the cash she walked straight past me, almost knocking into me with her shoulder, and again without any indication of what I should do. I followed her, and watched as she gave the money to the cashier at the till I was originally at. She then walked off without any further communication. AND this is one of their senior staff?

Capitec encourage their clients to use the PNP cash withdrawal option as it incurs the least amount of fees. They may however need to look at sourcing another service provider who can deliver on their promise.