Unreasonable Refund Process – Expected to Travel 350km for a Simple Refund

I cancelled a lay-bye in January and, months later, I am still waiting for my refund.

The delay was initially blamed on the fact that I submitted a bank confirmation instead of a bank statement — something that could have easily been clarified and corrected early on.

What is even more frustrating is that I am now being told I must travel approximately 350 km to a branch just to sign a refund form. There is apparently no option to have this form emailed to me, which is completely unreasonable in this day and age.

Expecting a customer to travel such a long distance for basic admin, when documents can easily be signed and returned electronically, is unacceptable. This creates unnecessary delays and places an unfair burden on the customer.

I would like this matter resolved urgently, without being forced to visit a branch in person.