Tymebank Agent Service Complaint

Formal Complaint Regarding TymeBank Service – Glen Mall Pick n Pay

Dear Sir/Madam,

I am writing to formally raise a complaint regarding the service I received at the TymeBank kiosk at Pick n Pay Glen Mall.

I visited the kiosk on multiple occasions to replace my expired TymeBank card. During these visits, the service I received from a staff member named Eirien was extremely poor. There was a clear lack of urgency, poor communication, and no effort to properly explain the issue or assist us in a way that a customer could understand. The overall attitude came across as dismissive and unprofessional.

Eventually, the Pick n Pay store manager kindly offered to fetch my mother and me so that he could personally assist us in resolving the matter, which he did. While I appreciate the manager’s intervention, it was disappointing that the situation had to escalate to that level before we received proper assistance.

Throughout the interaction, the staff member showed no remorse and did not offer an apology. The experience made us feel as though we were inconveniencing her, rather than being assisted as customers.

I believe customer service roles require professionalism, clear communication, and respect. This experience fell far below that standard. I trust that this complaint will be taken seriously and addressed appropriately, as there are many capable and willing individuals who would value such an opportunity and serve customers with care and respect.

Thank you for your time and attention to this matter. I look forward to your response.

Kind regards, Bontle Raseala