Refund

Dear Sir/Madam, I am writing to formally express my dissatisfaction with the service I have received regarding a refund that is long overdue. On 20 May 2026, I contacted 21st Century and spoke to Tlou after I mistakenly paid R2500 into my funeral policy account. I provided the requested proof of payment, and she assured me that the refund would be processed by 12 May 2026. However, I did not receive the refund. I followed up again on 25 May 2026, and Tlou then promised that the refund would be made on 29 May 2026. Once again, no payment was received. On 3 June 2026, I contacted your office and spoke to the team leader, Ntswaki, who assured me that the refund would be processed on 5 June 2026. To date, I have still not received the funds. She also mentioned that payments are typically processed on Thursdays and committed to calling me before the end of business on Wednesday or Thursday, but she did not follow through on this promise. This situation is extremely frustrating, particularly because this is not the first time I have experienced such an issue. In 2023, I made a similar error, and at that time, Lebogang assisted me and ensured that the refund was processed promptly on a Thursday, as per your stated process. The repeated delays, broken promises, and lack of communication reflect very poor service. I kindly request:

Immediate processing of my refund of R2500 A clear explanation for the delays Improved communication going forward

Please treat this matter as urgent. I expect prompt resolution. Kind regards, Maria Mohlala