Undelivered Online Order & Extremely Concerning “*****” Process – Asked for My Bank PIN

Undelivered Online Order & Extremely Concerning “*****” Process – Asked for My Bank PIN

I placed an online order with Pick n Pay on 19 February with a scheduled delivery date of 26 February. To date, I have still not received my order, nor did I receive any proactive communication about delays.

What is most concerning is that I received a phishing email referencing my specific order, requesting that I provide my bank PIN in order to “release” my order.

I immediately contacted customer care and was told not to provide any banking details as Pick n Pay would never request such information. No investigation was initiated and no escalation took place.

I was then advised to email an address (picknpayonline6) that was CC’d in the “Omni*****” email. After sending that email, I received no response — instead, I received another email again requesting my bank PIN.

I then contacted the Woodmead Hyper branch directly. After being on hold for about 8 minutes, I was told my order had been collected by the courier on 20 February.

I contacted the courier company myself. They initially could not locate my order number but could identify me by name, which was odd. I was then told the order was meant to be collected on the 20th but had not been released by Pick n Pay.

Later that day, I received a call from the branch advising that my order had in fact NOT been released and that Pick n Pay’s ***** department instructed them not to release it because I had not provided my bank PIN. I was told that as a first-time online customer, I was required to send my bank PIN in order for the order to be released.

Let me be clear: no legitimate retailer should ever request a customer’s bank PIN.

The sequence of events is deeply concerning:

Phishing emails referencing my specific order

An internal ***** department allegedly requiring the same sensitive information

Conflicting information from customer care and the branch

No communication about the order being withheld

This raises serious red flags about internal processes and potential security breaches.

If this is genuinely Pick n Pay’s policy for first-time online customers, it is extremely problematic. If it is not policy, then something far more concerning is happening internally.