Pick n Pay store account

On 13 February 2024, I settled Pick n Pay store account at PnP Liberty promenade and immediately tried purchasing however my balance was showing R0 and kept getting a decline with reason “no store account”. I immediately called customer service at the store and I was advised to do a card replacement, link my account to the new card and reset pin, I did all this but the card kept declining with the same reason. I spent over 2 hours at the store trying to resolve this and I left without getting it resolved. I was informed to go back to the store after 48 hours.

After 3days on the 16th February I went to a different store in Khayelitsha and I got the same decline. On the 18th I went back to Promenade and we again called customer service, I was again advised to do a card replacement which I advised that I already did, I was advised to reset my pin which I did 2 times again with no luck. I was informed that the system was not picking up my transactions when I’m trying to purchase or doing a balance enquiry and I suggested that it’s clearly a technical issue, can it be escalated to the relevant team but that was not done.

I went again to Cavendish on the 25th, still no luck, I then sent an email on the 28 February and spoke to Shirley who advised that she will be escalating the matter to the technical team and copy me on the email, this was not done. I got another call on the 29th and requested to speak to a manager, I spoke to a team leader by the name of Prudence and she advised me she made some changes so I must go to the store and try using the card, if it does not work I must call and ask for her.

I indeed went to the store again wasting my time and money for transport fare on 6 March only to get the same decline, as advised I called again Prudence was unknown by the consultant, I requested to speak to a manager and I was transferred to Kaashif. He also advised he made a few changes but my phone was off to do a pin reset, we arranged a call at 1pm and he called back we tried resetting the pin twice but I kept getting an unsuccessful sms that my pin could not be reset.

He advised that he would escalate it to tech and copy me on the email, that did not happen. I sent him an email with the unsuccessful sms I got, I never received any response or acknowledgment of the email.

On 12 March I have once again followed up by sending Kaashif an email and I have advised him I will be lodging a complaint, there was no reply from him up to date.

I tried using the card again on 23 March and the issue was still not resolved, I sent a follow up email again yesterday 3 April 2024 and it seems no escalation was done, I was told I would get a call from Kaashif which never happened.

This is beyond disappointing, I have wasted so much time and money just to go and check only to be declined, and out of all 6 people that I have spoken to none of the has bothered to follow up I constantly have to reach out.

It will now be 2 months without any resolution and I have been unable to use my account ever since.