Checkers Westwood Mall

Checkers WestWood Mall- Do better!!!

I would like to formally express my disappointment with the service I received at Checkers Westwood Mall regarding a TV Licence payment matter that has caused me significant inconvenience and frustration. On 03 August 2026, I visited the store to make a payment towards my TV Licence account. I provided my ID number to the cashier so that she could locate my account. Before processing the transaction, she asked a colleague which payment code should be used for a TV Licence payment. After receiving guidance, she proceeded to enter my ID number, and the names associated with the account were displayed. She confirmed the names with me, and I verified that they were correct. Based on this, I trusted that the payment had been processed correctly. However, when I later checked my TV Licence account, the payment was not reflecting. The following day, I visited Checkers Overport and made another payment of R200. The receipt issued there clearly indicated that the payment was for a TV Licence, unlike the receipt from Westwood Mall. Today, I returned to Checkers Westwood Mall to request a refund so that the incorrectly allocated payment could be paid into the correct account. I was informed that the payment had been processed as a DStv payment instead of a TV Licence payment. What was most disappointing was the way the matter was handled. I repeatedly explained the situation and requested a refund, yet several staff members approached me individually and asked the same questions repeatedly without providing any resolution. I had taken time away from work specifically to resolve this issue and expected a more efficient and customer-focused process. I also explained that I had received a notification from the TV Licence department advising that I still had an outstanding balance of R65, and that failure to settle the amount by today could result in the account being handed over, potentially affecting my credit profile. Due to the lack of assistance and the urgency of the matter, I felt compelled to pay the additional R65 myself in order to avoid any adverse consequences. To add to my frustration, I was later questioned again about how I made the payment and what information I had provided to the cashier. Eventually, I was informed that the matter could not be resolved immediately and would need to be escalated internally. I suggested that the refund be processed immediately while the internal investigation continued, as the payment had clearly been allocated incorrectly, but this request was not accommodated. I was also informed that I should have provided my TV Licence account reference rather than my ID number. I disagree with this position, as the system allowed the cashier to use my ID number to locate the account, and the displayed account details were confirmed before payment was processed. The error appears to have resulted from the incorrect payment code being used rather than incorrect information being provided by me. Furthermore, I am concerned about the apparent lack of product knowledge among staff members. Based on my experience, there appears to be insufficient training regarding the processing of TV Licence payments and other payment services. Even during my visit today, two cashiers were unable to identify the correct code for a TV Licence payment. I was also informed that TV Licence payments cannot be processed at normal tills and can only be done at Money Market counters, which contradicts my previous experience and raises questions about consistency and staff knowledge. As a customer, I expect employees, particularly senior staff and management, to take ownership of customer concerns and work towards resolving issues efficiently and professionally. Unfortunately, my experience at Checkers Westwood Mall demonstrated a significant lack of customer focus, accountability, and problem-solving. I request that this matter be urgently investigated, that the incorrect payment be refunded or correctly reallocated, and that the necessary measures be taken to improve staff training to prevent similar situations from affecting other customers.