Horrific service by Sasol rewards Team

Dear Sasol Management,

I am extremely disappointed and frustrated with the unacceptable service I have received from the Sasol Rewards team. I am raising this complaint because I have reached a point where I can no longer tolerate the poor treatment of customers.

I have a Sasol Rewards card and have accumulated more than 600 reward points through purchasing fuel at Sasol service stations. However, when I try to redeem my points, I do not receive the OTP required to complete the process. I have been trying to resolve this issue for more than two months, yet the problem remains unresolved.

Today alone, I spent R140 on airtime trying to get assistance, and despite making more than 20 calls, I received absolutely no meaningful help. Instead of resolving my problem, some agents stop communicating when I mention Sasol Rewards, leave me hanging, or simply disconnect the calls. This is completely unacceptable and shows a serious lack of professionalism and accountability.

What is even more frustrating is that the team seems more willing to drop calls or shift the blame onto petrol attendants than to take responsibility and resolve the problem. I am tired of being passed around, receiving *** that lead nowhere, and repeatedly explaining the same issue to people who appear unwilling or unable to assist.

I have wasted my time, money and energy trying to access rewards that I earned legitimately as a paying customer. It is unacceptable that a customer must spend R140 on airtime in a single day just to be ignored by a customer service department that is supposed to provide assistance.

I seriously question the training, competence and accountability of the Sasol Rewards customer service team. If the agents cannot resolve an issue, they should escalate it to someone who can, rather than disconnecting calls or leaving customers without answers.

I demand the following:

1. Immediate resolution of the OTP problem so that I can redeem my accumulated reward points. 2. A formal investigation into the conduct of the agents who handled or disconnected my calls today. 3. An investigation into why this issue has remained unresolved for more than two months despite repeated complaints. 4. A written explanation of what went wrong and what corrective action will be taken. 5. Feedback from a manager or senior representative who has the authority to resolve this matter. 6. Consideration of compensation for the R140 airtime I wasted while attempting to obtain assistance without any meaningful outcome.

Please do not respond with another *** without taking action. I have received enough *** already. I expect accountability, a proper investigation and a practical solution.

If Sasol continues to ignore this complaint, I will consider escalating the matter through the appropriate consumer protection channels. Customers should not be expected to tolerate this level of service, especially when they are simply trying to use benefits they have earned.

I expect a formal response and a clear resolution within five working days of receiving this complaint.

Regards, Tankisang Mokoena