Spar Stretford zero

I’m very disappointed with the service received at Spar. I did an instant cash for my brother as a birthday gift because I was not around to give him cash or buy him a gift and when he went to withdraw they told him he needs to bring a phone how ridiculous is that he does not have a phone. He had his ID card for verification but they still denied him and they said it’s by law please educate me what law is that kodwa cause even they lady she said she is not sure if it’s from Standard Bank or Spar. This was such an inconvenience cause I had to drop everything and drive to orange farm to make my brothers day. I’m very disappointed at a service that is supposed to be convenient but it’s causing so much inconvenience.