NOT REFUNDED NO PROOF OF PAYMENT

I am sure a few of Air France/KLM customers had to request refunds/vouchers during the past few month due to COVID-19. Well I am one of them, and my stuff really went a miss! And Air France/KLM are basically throwing there hands in the air and not resolving my issue. I purchased my tickets early 2019 to fly from O.R.Thambo International Airport to Schiphol in the Netherlands. Due to the work period, I would have been in the Netherlands for almost a year, prior to using my return flight back to Johannesburg. (Which fell exactly in COVID’19 peak time.) Our flight dates were as follows JHB to AMS 31 May 2019 to 1 June 2019 and the Return Flight 30 April 2020 from AMS to JHB. As soon as KLM’s policies w.r.t refunds and vouchers were sorted out, I immediately app**** for a refund in order to secure my funds to buy tickets at a later stage. When applying for the refund, I made it clear to KLM that the method of payment which I used (The Account which I used) was closed and I supp**** them with a different account to refund. Just to receive the following message about 3 months after my request for refund; 29 September 2020: “Dear Mr. ***************,

We would like to inform you that the refund of the submitted document was already processed. The refundable amount was transferred back to your account, by the same payment method as used to purchase your ticket. Therefore, we cancelled this request.

Yours sincerely, KLM Royal Dutch Airlines Please do not reply to this automatically generated e-mail. If you have any questions, remarks or complaints, please contact us via KLM.com.”

I immediately started contacting customer relations to find out what went wrong. KLM kept on telling me that it was standard procedure to pay back refunds in the accounts of original transfer. Even though I specifically requested this not to be done. I then asked them for proof of payment in order to take this up with my bank, my argument was, ok so if they transferred the funds the bank should be able to trace the amount and return the funds to me. I am still waiting for the Proof of Payment. And without this the bank confirmed that they can’t help me. It is now 12 October 2020 and I am still ZAR 27,400 poorer with no one at KLM in the Netherlands or in South Africa being of any help to resolve this as soon as possible. If anyone reading this had a similar experience, and got it resolved! Please let me know?