APPALLING SERVICE!!

I am writing to you to complain about the appalling service I received from one of your consultants.

I went into the Edenvale Marko store on 2021/05/25 to try and unfreeze my account that I had put a "Z-block" since 2018. I was told that since 18 months had passed without making a purchase on my account, it was automatically closed by the system. When I told them I still get monthly statements from Makro stating my credit balance, no one could explain to my why that is.

I then decide to visit the Makro store in Woodmead on 2021/05/31 where a friendly Makro in-store RCS consultant called through to head office and spoke to Sonia Jacobs. I explained what had happened and simply asked her to unblock my account so I can make purchases. She couldn't explain/refer me to where the 18 months policy appears in your T&C's. She couldn't explain why I was still receiving month statements to my email, for an account that was supposedly "cancelled". She said that it would take 30 days to completely cancel my account and then after that I could re-apply for another account. I then asked her to please provide me with her team leaders name so I can escalate the matter and she refused to do so, claiming that she doesn't know her team leaders name. She proceeded to keep me on hold for another 20 mins, only to return to my call telling me she has "sped up the process and has cancelled my account" with immediate effect. This was without my consent and quite frankly that was ********** conduct.

I am deeply disappointed that as a loyal customer I spent 2 hours in store and instead of my query being resolved, it has made worse. I hope I can be referred to someone who can rectify this mess!