My name is Pozisa Rosemary Duda, I have a complaint regarding money that was sent to me on the 8th of April 2021 by my grandmother but due to trying the pin 3 times it got blocked therefore my grandmother had to call the money market call center on the 13th of April 2021 at 13:37 for assistance but I did not get any help as I was told that the store blocked the transaction so I have to personally go there myself to fix it. My grandmother then went there on the 16th of April 2021 to try and get help so she was asked to complete the form, left a copy of her ID and the slip for transaction and I was called to be notified that the money will reflect in my bank after 7 days so I waited. After 7 days which was on the 23rd of April 2021 I called again to enquire about the procedure and how far the transaction is and found out that they were waiting for my proof of account but I was not told thus I sent the proof of account with no hussle. I called again the following day to enquire if the procedure has been done and I was told not yet but it will done the following day so I called again the following day and I was told that the procedure has been done I should not worry. Today which is the 6th of May 2021 at 9:33am I called to enquire what the problem is because the money has not reflected yet they said they don't know what's the hold up but they have faxed everything above so I should call the call center because the problem might be that side. When I called the call center at 9:44am the call canter said they don't deal with refunds they deal with money market issues so I called Pep stores again at 9:47am and I was told that I was the one that was supposed to fax the things not them so I was shocked because this was new to me. I asked the person that answered the phone how do they keep my application for this long to tell me this now and why do they come up with something new every week, the person on the other part of the phone said they'll call me today as soon as they get hold of Sanelisiwe Ngqokoma because she's not in today and she's the one that was supposed to do the procedure so I waited. I decided to call them again at 12:12am and was told they'll call me back again after getting hold of Sanelisiwe. She called me back at 12:42 to tell me that Sanelisiwe said she faxed everything yesterday but due to the disbelief I hung up because I thought they were joking so I called them again as soon as i got to the office to hear exactly what they were saying but they just confirmed what I heard earlier. I wrote a text on Twitter to Pep and they called me on the 19th of May and advices me to call the store manager of Pep stores so that she can enquire on my behalf regarding why it's taking the finance department this long to refund me whereas it usually takes 14 days but she told me that she is busy so given the fact that she did not get back to me I assumed that she didn't call the finance department. Today is the 25th of May and I still haven't received the refund, my worst frustration in this whole thing is that I'm not sure whether there are missing documents or if the money has been used because if I can get clarification on what's happening I might be at ease not this up and down doing the same thing every week only to be told the same thing which is nothing because it's clear I'm dependent on the store manager that seems less interested in helping me. In conclusion I'm complaining about the incompetent service rendered at Pep Stores Cathcart road in Queenstown. I am also complaining about the long procedure it takes to get a refund.