Shoprite ****

I deposited R600 at Shoprite Greenacres money market on 8/01/2026 and sent the screen shot of the slip to the person I was paying and I gave them the pin over a phone call. Last week she got to Shoprite and found that the money was already withdrawn but we both don't know who withdrew it. I went today to find out at the same branch I deposited in but they said they do not search who took out the money anymore even though they ask for IDs for deposits and withdrawals. They said we must open a case, qmy question is who do I open the case against if I don't know who took out the money? I now have to pay again. Also why ask for IDs if you will not help us trace who took out the money. I'm so defeated and ****ed.