Carrie Hook of Durban took up the case of her boyfriend, Dwayne Grant, who had run into what appeared to be a case of extremely overzealous bureaucracy at Game’s Pavilion branch.

Grant’s wallet was stolen, along with his Game card and ID. But getting a replacement card from the Pavilion branch was proving impossible.

“We have twice visited the store with his passport and an affidavit signed at a police station, stating that his ID had been stolen, but the staff have refused to help him, saying it was against company policy to issue replacement cards without the presentation of an ID.

“We explained that both his ID and Game card had been stolen and that is why we had brought the affidavit and passport – which is a legitimate form of identification – but they insisted they could not assist us and wouldn’t even look at the affidavit.

“Is this normal? What are our options?”

To my mind it was an infuriating case of a company employee using “policy” to stonewall a customer with a legitimate request.

As I said in an e-mail to Game’s head office: “Clearly the company has to have procedures in place to protect itself and its customers, but Mr Grant has presented both a passport as a form of ID as well as an affidavit attesting to the theft of his Game card and ID – it is common practice for a person to have both these items in their wallet or purse, hence losing both when one’s wallet is stolen is totally within the bounds of possibility, surely?”

Game spokeswoman Shelley Kreinacke said normally an ID or driving licence was required in order to issue a replacement card, but that “cases like this are considered as exceptional and managed accordingly if escalated for attention”.

“We have dealt with the agent that provided the initial response as she should have escalated the complaint for special consideration at that time,” Kreinacke said.

Grant has now received both a replacement card and an apology.