Incorrect Card Machine Issued and Lack of Resolution

I have experienced while trying to obtain a PocketBiz card machine for my business account.

I initially submitted a request through my business banker, who referred me to a representative named Zanele. Unfortunately, for over three weeks, Zanele gave me the runaround and failed to assist me effectively, ultimately wasting valuable time and delaying my business operations.

After escalating the issue, I was unexpectedly sent a PAX card machine instead of the PocketBiz device that I signed for. This is not the machine I requested, agreed to, or approved. To make matters worse, I am now being charged for this incorrect device.

I have requested a swap for the correct machine on three separate occasions, but to date, no action has been taken. I have also spoken with a manager named Esmeralda, who consistently overpromises and underdelivers, further compounding my frustration.

This entire process has been both unprofessional and unacceptable. I am requesting the following:

1. Immediate collection of the PAX card machine and delivery of the correct PocketBiz device as originally requested.

2. A full reversal of all charges related to the PAX machine.

3. A formal apology for the inconvenience and delays caused.

Please treat this as urgent. If I do not receive a satisfactory resolution within 7 working days, I will have no choice but to escalate this matter to the Ombudsman for Banking Services.