CNA Online Purchases

Hi everyone. Okay, this is going to be a long story so I do apologize, but, please bare with me as I air out my frustrations and warn everyone else. This story began last year November, November 2016.. It was Black Friday so I decided to make an online purchase from CNA. For some weird reason, Nedbank decides to block my card without warning me first and when I phoned and got it unblocked, my purchase towards a game on CNA which cost me R900, decided to go off my bank account 3 TIMES, a whooping total of R2700. I began to become infuriated but I became at ease when I read on CNA's website I could, 1. Take my purchase to my nearest store for a refund and 2. I could cancel my order via e-mail. So I sent an e-mail immediately but, was never read until over a month and 2 weeks which put me around the date of January 2017. In that time span from November 2016 to January 2017, my order was shipped to me with 3 of the same game. So I took it the CNA store first in Shelly Beach, they could not assist me and said to go to Oribi Plaza since they deal with refunds and returns through online purchases. So I went there, first time they told me they do not have sufficient funds to refund me cash so I must please go there next day. So I went, this time, they had another excuse, now they wanted receipt for proof of purchase. I showed them my invoice but it did not matter since there was nothing they could do without a receipt. So I had to now phone them, I continuously attempted to phone them, when I questioned them but how their website was misleading, they just laughed it off and said they will need to change it. They never kept in contact with me at first, they said they would call me but never ended up until months later where I got fed up phoning and wasting my time and my lunch break time as I am a working person and cannot phone during work hours and after work hours, they close. I grew impatient and beyond frustrated, until they eventually called me back sometime in March 2017, telling me they would send a courier to pick the product up and when they inspect the product is in good condition, they would refund me. By then I managed to sell my 1 extra copy as it was my hard worked money and nobody even wanted to buy Final Fantasy XV so I still had to drop my price which made me lose out on my own money. So I asked the person over the phone, when would they send a courier, they rep**** with, "next week". So next week came, and the whole week I carried my product for nothing because no courier ended up coming so I stopped carrying the product. 2 weeks later they phone me to ask if the courier came, I rep**** with an infuriating, NO, which they then rep**** with, "they would send a courier definitely Monday". My frustration already grew to a number where I burst out at them because I now, could not trust them so I said, "No, I cannot trust you guys anymore. I am beyond ****ed off", I then asked them a question, "How do I know I will even get refunded because you guys said you would have to inspect the product to be in mint condition before you guys refund me. What if it gets damaged on the way with the courier and then that would mean, 1. I don't get refunded and 2. I paid for a game which is now no longer in my possession, I have no guarantee of anything anymore". I took off with them and they still said they would send a courier to pick it up and they did not bother to make an attempt of easing my thoughts of some compensation towards me since I could no longer rely on them nor trust them. They did not understand from my point of view. So I ended the call and within the next day or 2, the couriers arrived and I told them what I told the person over the phone and the fact that I could not keep carrying a product everyday in case it gets damaged as well as I used public transport at the time. Till this day, I still have the product with no one interested in buying Final Fantasy XV either, at full price I purchased it or even at a lowered price because they could easily get a second hand game at around R200 which means I lose like R700 of my hard earned money. CNA has disgusted me and infuriated me to the point where I would not do business with them again especially make an online purchase with a misleading website that states wrong information nor their inability to continuously be on the ball and read their e-mails in time and make an effort to reply and compensate their customers.

Regards, Disgruntled Customer