Refund for Failed Telkom Airtime Purchase

Item: African Bank
Rating: 1
Author: Matsobane M

Good day, I need assistance regarding a failed airtime purchase on February 11, 2025. I bought R256 Telkom airtime using my African Bank App, but the airtime was never credited to my Telkom number. I immediately contacted African Bank, and the consultant acknowledged that the bank was experiencing issues with online purchases. I was assured that I would receive my refund within six days, but that did not happen. I then visited a branch, where they confirmed that I should have been credited back my money.

Today, when I followed up again, I was suddenly informed that the refund process could take 30 days—this is completely unacceptable. The delay and lack of consistency in your responses reflect poor service.

I kindly request an immediate resolution and my refund to be processed without further delays

Helpful (0)

Replies (3)

African Bank's replyOfficial

27 Feb 2025, 14:33

I noted your earlier post and have provided a response there. Kindly confirm its receipt.

African Bank's reply27 Feb 2025, 14:33

Official

I noted your earlier post and have provided a response there. Kindly confirm its receipt.

Matsobane M's updateReviewer Update

27 Feb 2025, 15:56

Yes, a consultant did call me, but we encountered an issue verifying my account due to the selfie verification process failing, my phone’s front camera is not working. I explained this to the consultant and asked if there was an alternative way to verify my account. However, I was informed that the only option is to visit a branch.This is highly inconvenient and reflects poor service. It is unreasonable that a customer without a functioning smartphone camera cannot be assisted over the phone. This issue should have been resolved long ago, yet I am still facing unnecessary challenges.I am extremely disappointed with the service. Your consultants are unable to access my profile simply because my camera does not work. I urge you to provide a better solution for customers facing similar issues instead of forcing them to visit a branch for something that could be resolved remotely.Please advise on an alternative solution as soon as possible

Matsobane M's update27 Feb 2025, 15:56

Reviewer Update

African Bank's replyOfficial

27 Feb 2025, 16:07

I noted your earlier post and have provided a response there. Kindly confirm its receipt.

African Bank's reply27 Feb 2025, 16:07

Official

I noted your earlier post and have provided a response there. Kindly confirm its receipt.