Terrible customer service.

Terrible customer service.

I am deeply horrified by the customer service I received from the agents at Anytime Holidays (Beekman Group). After having a change to my Kingdom Resort reservation, I needed a refund for my booking and was assured it would take 7 - 14 days to clear back into my account. On 29 October, I spoke to Seema Maharaj who assisted me with changing the booking and requesting the refund. Following our telephonic, I received email confirmation of the changed booking and refund amount to be paid into my account.

By the 14th, on 12 November 2019, nothing had been refunded into my account and I called back and requested to speak to Seema again. she then told me that there had been a back log but they would send the refund through today for authorization. Only on 12 October was my refunded then processed. From this, Seema told me I should give it 48 hrs to clear.

On Thursday 14 November, once again, nothing had been cleared into my account. I called back and Seema assured me once again that the funds would reflect into my account by the end of the day.

When I woke up on 15 November I checked my account and yet again, NO REFUND. I called Seema back and she emailed me the proof of payment which had the refund issue date of 14 November 2019. Which is not what had been communicated with me prior. I then requested to speak to the finance department, and then I spoke to Maeshree Vallabh who said there is nothing they can do because the funds had been released from their side.

My biggest issue here is that the story changed every time I called them to ask about the status of my refund. There was no communication from them about any delays in the system until I contacted them. Another issue is that it was extremely easy for them to pull the payment from my account when I made the booking but getting my refund back is a continuous effort and leaves me with no satisfactory result. I have not cancelled my booking with them so they are still making a sale through my business so why is refunding me a few thousand rands this difficult.

I am very disappointed by the lack of professionalism, efficiency and communication.

I would ideally have liked to receive my refund within the initial 7 - 14 days but right now, I would like my refund today!