Rude & Defiant Attendant Katlego Refused to Serve Me – Shell Kagiso Mall

Rude & Defiant Petrol Attendant Katlego at Shell Kagiso Mall – Unacceptable Customer Service on 18 Nov 2025

Company : Shell South Africa

To Whom It May Concern,

I am lodging a formal complaint about the extremely poor and disrespectful service I received from petrol attendant :Katlego (surname sounds like Sekgole), at the Shell service station next to Kagiso Mall, Krugersdorp on 18 November 2025 between approximately 18:30 and 19:00.

Background (first incident – different attendant)

A few weeks ago, during the day, another attendant (whose name I unfortunately did not take) cleaned my windscreen very reluctantly, sighed loudly, and whispered to colleagues (within my hearing and that of my fiancée) that “this screen isn’t even dirty”. It was embarrassing, but I let it pass at the time.

Main incident – 18 November 2025 (Katlego) I pulled up to the pump to fill petrol. Katlego approached, greeted me, and asked how much fuel I wanted – standard procedure. Moments later a taxi arrived next to me. Without any explanation, Katlego walked away and started serving the taxi, leaving me waiting while I was clearly in a hurry.

I pointed out that I had arrived and been acknowledged first. Katlego falsely claimed the taxi was there before me and continued serving it. When I said I would call the supervisor, his response was defiant and rude: he basically said “Go ahead, call the supervisor, I don’t care” and carried on with the taxi, showing complete disregard for me as a customer.

I then found the supervisor on duty,( Mr Thabo), who immediately came and completed the fuelling and windscreen cleaning in a professional manner. I appreciate Thabo’s help, but no customer should ever have to fetch a supervisor because an attendant is openly rude, lies, and refuses to serve the person who was first.

Katlego’s behaviour was unprofessional, disrespectful, and reflected a “customers don’t matter” attitude. This is unacceptable from any Shell employee.

I have been a loyal customer at this station for years, but after this experience (especially Katlego’s total lack of remorse), I am seriously reconsidering using this Shell again.

I request that Shell: 1. Investigate this incident thoroughly. 2. Take appropriate disciplinary action against Katlego. 3. Provide me with feedback on the outcome and steps taken to prevent recurrence. 4. Issue a formal apology and, as goodwill, consider a fuel voucher.

Station: Shell next to Kagiso Mall, Krugersdorp Date & time of incident: 18 November 2025, approx. 18:30–19:00 Attendant involved: Katlego (surname sounds like Sekgole) Supervisor who assisted: Thabo

My contact details (for follow-up): Name: Mthokozisi Mokoena Cell: *** Email: ***

I trust Shell will treat this matter seriously.

Thank you. Mthokozisi Ezra Mokoena