Refusing to refund for YOUR system failure

I would like to report and address the POOR and particularly RUDE service received from your agents.

On the 24th April, I reported that your system for my online payment had failed and said that the payment was declined,so I repeated the payment and got the same error message... Only to find that my card had actually been charged TWICE! I have attached the messages sent with the screen shots for your reference.

I reported this to your offices and even called finance, was told it would take 14 working days for this to be reversed... To date I have not been refunded, yet I waited beyond the 14 working days.

When following up for the missing payment, one your agents turned around and accused me of paying twice, stating... "Please note that refund was requested and you are the one who made the payments kindly advise why did you pay twice"

This is completely unacceptable... I have been MORE than patient and will not have your staff accusing me so blatantly. I am going to report this treatment and behaviour, but thought to bring it to your attention first.

I have additionally called this very morning, the finance lady tells me that the refund was processed on the 30th April 2026 yet the SMS communication from another agent states "On 11 May 2026, the refund was processed. Kindly note that the latest date for the funds to reflect in your account will be on or before 29 May 2026."

I expect to be fully refunded as that is now already overdue, along with a formal apology and compensation for the insult and expenses incurred with chasing this.