Pep Stores review: Cellphone/foneyam account

Dear Customer Service Team,

I am writing to formally express my disappointment and dissatisfaction regarding the service I received at PEP Palm Springs next to Orange Farm this morning while attempting to make a payment on my cellphone account (foneyam).

I visited the store to make the required payment for my cellphone, which had already been blocked due to an outstanding balance. Although I had the phone with me, it was not functioning because of the service restriction. Upon reaching the cashier, I was informed that I could not be assisted because I did not have a reference number.

I explained that during the previous month, I had successfully made a payment for the same cellphone at PEP Store 7329, Lenasia Golden Highway, where I was assisted using my ID number without being required to provide a reference number. I therefore requested that the Palm Springs store contact the Lenasia branch to establish how they had assisted me under the same circumstances. Unfortunately, my request was outright declined. The staff maintained that they would not contact the other store and insisted that my only option was to wait for the FoneYam cellphone agents, who had not yet reported for duty. At the time, it was already approximately 10:00 AM.

I informed the store manager that I was unable to wait as I also had work responsibilities and needed my phone urgently. During our interaction, I requested the store manager's details. Her name was Marian, and notably, she was not wearing a name tag at the time. After I requested her details, she went to retrieve and put on her name tag.
I then asked for a pen so that I could write down her name and obtain information regarding PEP's complaints process. Despite having a pen in her possession, she refused to lend it to me and instead suggested that I take a photograph of her name tag. I explained that this was not possible, as my phone was not functioning until payment had been made.

What disappointed me even further was that the store manager eventually walked away from me while I was still seeking assistance, claiming that I was not listening to her explanations. At no stage was I aggressive, disrespectful, shouting, or using inappropriate language. I believe that a customer should not be abandoned during a service interaction, especially when they are calmly seeking assistance and clarification.

As a result of the lack of assistance from PEP Palm Springs, I was forced to drive approximately 10 kilometres to PEP Store 7329, Lenasia Golden Highway. Upon arrival, I was immediately assisted and was able to make the required payment without being asked for a reference number, proving that a solution was in fact available.

This entire experience left me feeling undervalued, embarrassed, frustrated, and inconvenienced. I incurred additional fuel costs, wasted valuable time, and experienced unnecessary stress simply to receive a service that another PEP store was able to provide without difficulty. As a customer, I should not have been forced to travel to another branch to obtain assistance that should reasonably have been available at the first store.

I deeply regret purchasing a cellphone through PEP/FoneYam after the treatment I received. Based on this experience, I would be hesitant to recommend PEP or FoneYam cellphone services to family, friends, or colleagues.

I also tiried calling the store soon as I got home to ask for their email address to add them on this interaction, I called about 7 to 9 times only then the call was answered.

I trust that this matter will be investigated thoroughly and that appropriate feedback will be provided regarding the conduct, attitude, and customer service standards displayed at PEP Palm Springs. I am raising this complaint through the proper channels in the hope that future customers will not have to endure a similar experience.

Should I not receive a satisfactory response or resolution, I reserve the right to escalate the matter further, having first exhausted the appropriate internal complaints process.
I look forward to your response and a fair resolution to this matter.