Formal Complaint – *****ulent Billing Incident at Spur Mall of the South

Dear Spur Mall of the South Management,

I am writing to formally lodge a complaint regarding a deeply troubling incident that occurred at your restaurant on Thursday, 2 April 2026 at approximately 17:30, when I visited Spur Mall of the South with my children for supper.

I am a regular customer at your branch and usually receive service from the same waiter. On this occasion, however, I was assisted by a different waitress. My bill totaled R570.30, and I tipped generously with R99.70, bringing the total to R670.00. I initially handed over R700 cash, but when the waitress claimed she did not have change, I agreed to pay by card.

To ensure accuracy, I wrote R670.00 on the slip myself. Shockingly, the waitress altered my handwriting and increased the amount without my consent. She then processed the card payment while deliberately hiding the card machine from me and hesitating to provide the slip. When I insisted on reviewing the slip, I discovered that she had *****ulently adjusted the amount.

This behavior constitutes ***** and theft. It is unacceptable for any employee to forge a customer’s handwriting, alter a bill, and charge an unauthorized amount. Although the discrepancy was only 30 cents, the principle is far more serious: trust was broken, and my rights as a customer were violated.

When the manager was called, the matter was not rectified. Instead of refunding the incorrect charge, I was offered children’s lucky packets as a form of appea*****t. This response was dismissive and failed to address the seriousness of the misconduct.

I am extremely disappointed and concerned about how many other customers may have been subjected to similar treatment without realizing it. As someone who consistently tips above the standard, I feel disrespected and exploited.

I request:

A full investigation into this incident.

Assurance that appropriate disciplinary action will be taken against the staff member involved.

Clear communication on how Spur Mall of the South will prevent such *****ulent practices in the future.

A formal apology and reimbur*****t of the incorrect charge and my tip .

This incident has severely damaged my trust in your establishment. I expect a prompt and professional resolution.

Sincerely,