Urgent Escalation: Unresolved ***** Refund – R8643.93

Dear Pick n Pay.

I am writing to formally escalate a matter that has been unresolved for over two months regarding a *****ulent transaction on my account dated 31 October 2025 for R8643.93.

Despite providing all required proof and confirmation from my bank that the transaction was *****ulent, I received no assistance for several days until I posted a review on Hello Peter. Following that, I was informed the matter would be escalated, and on 7 November 2025 at 12:36 PM, Pick n Pay confirmed that the chargeback was approved.

However, as of today, the refund has not been processed. Mastercard has confirmed they reached out to Pick n Pay to proceed, yet no action has been taken. Furthermore, my bank’s Operations Manager contacted Mpyane, who was assigned to my case, but received no feedback. I also sent a follow-up email to Mpyane without any response.

This delay is unacceptable and has caused significant distress. R8643.93 is not a small amount, and the lack of communication and resolution is deeply concerning.

I request immediate action to finalize this refund and a written confirmation of the processing timeline within 48 hours. If this matter is not resolved promptly, I will have no choice but to escalate further to the Payments Association of South Africa (PASA), the National Consumer Commission (NCC), and consider legal recourse.

Please treat this as urgent and confirm receipt of this email.

Thank you for your immediate attention.

Regards, Nandipha