Worst PnP service store

According to PnP at Picbell Arcade in Strand Street Cape Town you cannot withdraw cash sent to you if you do not have the phone with you. I asked how the phone is going to protect me or the sender versus Voucher number written down and I insert the Pin. The manager very arrogantly said that is the policy and I asked to see the written policy and could not provide. Four months I am still waiting for the Food Poisoning claim with nothing solid coming from them. Worst customer assistance store ever.