Extremely Poor Customer Service and Incorrect Payment Handling at The Fix – Durban West Street

I am writing to formally raise a complaint regarding a very disappointing experience at The Fix store located on West Street in Durban.

On the day of the incident, I made a purchase and clearly informed the cashier that I would be using the MoTime payment option. However, without my consent or confirmation, the full amount of R200 was instead debited directly from my bank account.

I only realised this after leaving the store while I was already on my way in an Uber, which forced me to return to the store to resolve the issue.

Upon my return, the service I received was extremely unprofessional and unacceptable. The staff member who initially assisted me refused to help further and told me to wait for someone else without explanation.

When another staff member, Ntokozo, eventually assisted me, her attitude was dismissive and rude. Instead of addressing the issue respectfully, she questioned me in a condescending manner, asking why I did not notice the incorrect payment method being used. As a customer, I do not have visibility into what payment option is being processed unless it is clearly communicated.

During the refund process, I was given cash, despite the fact that I had paid using my bank card. When I politely requested that the refund be processed back into my account instead, I overheard Ntokozo refer to me as “annoying” to her colleague. This was extremely disrespectful and uncalled for.

While one staff member present was polite, the overall experience was deeply unpleasant and reflects a serious lack of customer service training and professionalism.

I subsequently contacted customer service to report the incident and was assured that I would receive a follow-up call. However, it has now been two days without any response, which is equally disappointing and suggests a lack of accountability.

I am a regular customer and genuinely enjoy shopping at The Fix, which makes this experience even more disheartening.

I would like this matter to be escalated and addressed urgently. I expect:

- A formal apology for the treatment I received - Clarification on why the incorrect payment method was used - An explanation of why a card payment refund was initially processed as cash - Assurance that staff will receive proper customer service training to prevent similar incidents

I hope this complaint will be taken seriously and that appropriate action will be taken.