What a way to lose 2000RAND

On Saturday the 22 of February 2020 i went to Pick n Pay Mini Market at Montana crossings, i arrived there at around 11 and asked the cashier to withdraw 2000 rand as to her response that i had to go to the kiosk and withdraw the money there, Upon arriving at the kiosk i asked the lady to please withdraw the cash and she started the transaction, after entering my pin and the card was authorizing the transaction she pulled out my card and when i confronted her took her time to try and cancel the transaction. I asked her to please try again and she inserted my card and we began again. In the middle of the transaction she said her systems was offline and once again pulled my card from the machine and forced to cancel the transaction. On both of the slips they had printed it had said the transaction has been declined and i told her that is fine I will head out to an ATM. Before arriving at the ATM i received two sms's from FNB on stating that 2000 has been reserved for a purchase at PnP and the second was i had overspent on my daily limit. Upon receiving the sms's i immediately called my team of bankers at FNB as i have Premier Banking and asked them if the transaction went through where they confirmed it has at PnP and advised me to get back to the shop immediately and tell the manager what happened. I arrived back at PnP at 11:30 and asked to first see the till for the slips and the manager as well, as i saw the slips said both declined i asked the manager what the following steps would be as i urgently need the money and he and some co workers said that the money would reverse at 8pm that afternoon. * pm went and gone and by Sunday morning 23 February 2020 9 am i returned to the store to asked again about what the next steps will be, he said i had to wait for the cashbook for the specific till before he will be able to assist me, after that i went to a FNB branch to reverse the transaction as 2000 is alot of money throwing around, at FNB the clerk that helped me requested that i bring her a slip that can confirm that the transaction has been declined, as it declined the previous day i did what most people would do throw it away. So i returned to PnP and requested to the manager to please reprint a slip for me where the transaction has been declined and he said he would go check. He asked me at what time we were working on the transaction and i told him it was around 11am. He left for 2 minutes and came back and told me they have no record of my transaction and the cash book evened out, please note this is the very same manager i spoke to the Saturday.

Now PnP my question to you is the following,

How can you have no transaction history for me ? Are these record not supposed to be kept for 5 years? Secondly if my transaction has declined some sort of supervisor or manager had to void the transaction between me and you? How is there no record of that, Please advise. And then how come is there 20 different stories everytime you ask a question? IS your staff being trained properly, because out of my experience when a transaction is in progress you dont rip out a clients card out of the machine and try to force quit the transaction.

Do you as a store realize the amount of damage you have caused me ? I had to go out and loan money to get to work and back, to make sure my child has diapers and milk, due to the act that according to my understanding and knowledge you are sitting with 2000 rand of my money, not only that do i have to wait 5-7 DAYS!! for my bank to investigate and reverse the transaction.

Now my last question

Do you care about your customers? Because as of what i have seen is that this store which was once so grand and famous in the area is becoming a complete and utter piece of ****. Numerous times i have walked in the store where the fruit and vegetables shelves are empty, I had to correct cashiers in promotion prices where as the old prices where still scanned at the till. Most of the staff is unfriendly and look like they dont want to assist or be there for instance a month ago where i had to wait 5 minutes while they saw me to take my order for buns but had to wait for them to finish there chat first. Is this the brand name store's reputation or have you given up on professional service delivery. As a long existing customer of this store i have never been so disappointed in the store as i have been the past months. This is not the PnP we know or the service we expected from you.