Afrihost is delaying paying back my refund

On 2 June I accidentally made a payment of R399 to Afrihost instead of Vuma. Upon realising this, I immediately contacted them on WhatsApp on the same day. Laurine T advised me that I should send proof of payment, I sent screenshots. On 3 June I chatted with Leticia, again on WhatsApp, who sent me the following message:

"Thank you for holding

I have sent an escalation to our Accounts Department to advise of a Refund the account and the reference number is DTP-***0

Please send an email of your Banking Details to ***, SUBJECT IS THE REFERENCE NUMBER

Once there is feedback I will advise via email or SMS."

I immediately went to my email to send the proof of payment and my proof of banking details on 3 June. I got an email advising me that the refund may take up to 14 working days to reflect on my bank account.

Since then, I haven't received my refund, till today. I constantly followed up with Afrihost on WhatsApp almost every week from the 3rd of June and resubmitted my proof of payment and proof of banking details. On the 10th of June I was advised by Nomvuyiso N and Noluyolo G that my request has been processed by the accounts manager already. On 14 June, I followed up again on WhatsApp by resubmitting the proof of payment and banking details on WhatsApp, Ompha M told me that the refund may take up to 14 days to reflect in my bank.

Yesterday, 23 June was day 15 and the refund did not reflect in my bank account. Even today as I'm writing this message I still haven't received it. As per usual, I followed up on WhatsApp, and again resubmitted the proof of payment and proof of my banking details. I got assisted by Boston F, who advised me that:

"I see the refund request was approved on the 9th, I am escalating to accounts to find out if the money will be inoday for you . . .

. . . Internal Ticket: BBT-***8 to accounts asking if the money will be in your account today. Once Accounts have verified and responded. I will sms you and or e-mail you and update you on the payment being refunded to you"

Indeed I did receive Boston F's email yesterday from advising me that I should resend my proof of banking details. I responded to the email by sending my proof of banking details again yesterday, with the hopes that I will get the refund actioned yesterday as per Boston F's WhatsApp message. Instead I got another email stating that the refund will take up to 14 days to reflected in my bank account. I followed up this morning via email to ask why do I have to wait another 14 days when my initial request was submitted at the beginning of the month. I got an email response from Richard S stating that it's because I only sent my proof of banking details on 23 June. I responded to that email voicing out my unhappiness on how this refund matter is being handled and how Afrihost is not keeping to its promise or words in the communication they sent me. If they promise 14 days, can it be exactly that - 14 days - and if there's delays, can that be communicated to me instead of being made to wait while they are not actioning my request on their side and being told that the request is being actioned when I enquired.

I'm done waiting, I waited for 15 working days, hoping the refund will reflect but it is not. I have nothing against Afrihost, it's just this bad experience with my refund. All I need is for Afrihost to keep to their word and refund me, and stop with the delay. That's all I'm asking for. I would appreciate if this can be done today as I have already submitted the proof of payment and proof of my banking details on numerous occasions when I was contacting them. Thanks!