Bad Service

On the 16 July 2019 I tried to buy from Estee Lauder South Africa Online. After checking out i completed payment using my Capitec card, The transaction was successful. I even received an sms confirmation. But after completing the payment the system took me back to checkout page. I called Estee Lauder they told me that there was an error that's why my order was not completed and they'll reverse back my money. Later that day they sent an email confirming that they have reserved the money but there was no money showing on my account. When i call them , they then said i need to call the bank to release the funds to my account.

Which i did, I spoke to Marry-Anne Vilakazi who promised that she will escalate the matter to merchant department. She then sent me an email later to tell me that she has escalated the matter and i will get the money within 5-7 working days. And gave me a reference number ***8.

Today i called to make a follow up, i was told that no matter was escalated to merchant department. I need to get a letter from Estee Lauder to confirm that they have reversed the money and it will take another 10 working for my matter to be resolved. And i was given a new ref number ***1.

I'm not happy with the service i have received, I don't even know if i will ever receive my money again or not. I'm even thinking of cancelling my account and move my remaining funds somewhere else.