Unauthorized Withdrawal of Cashback Rewards and Poor Customer Service

I am writing to express my extreme disappointment and frustration regarding the unauthorized withdrawal in cashback rewards from my Smart Shopper account on 6 February 2025. Despite my immediate attempts to query this transaction, I have been met with a lack of transparency, poor communication, and unacceptable customer service.

My initial call to the customer service line was dismissed, and I was advised that the matter would be investigated. However, it has been three weeks since my initial query, and I have yet to receive any feedback or resolution. Furthermore, my follow-up call was disconnected, and no one bothered to return my call.

I take great exception to the suggestion made by the customer service representative that I may have lent my Smart Shopper card to someone, allowing them to withdraw my rewards. As my Smart Shopper card is linked to my phone, this scenario is entirely implausible.

The loss of my hard-earned cashback rewards is not only financially disappointing but also erodes the trust and loyalty I had in Pick n Pay. The apparent disregard for customer concerns and loyalty is alarming and suggests a systemic issue within the company.

I sent an email to the pick n pay customer service 5 days ago and I still haven't received a response yet

Very heartbreaking and belittling to see how pick n pay treats its loyal customers, hopefully this platform will help me get resolution as I still want answers as of to has happend