Failed Refund

On 19 November 2021, I got a refund processed for my online order at the Centurion Mall store through my debit card. I was informed that the funds would reflect in my account within 10 working days. The refund amount was R1688.72.

On 3 December 2021, which was the 10th working day, the funds were still not reflecting in my account. I called the store and I was placed on hold for almost 30 minutes, if not more, only to be advised that the person who was assisting me with the refund (Edna) was not at work, thus, nobody would be able to assist me. After insisting that I needed assistance, I was then transferred to the relevant manager who goes by the name of Anerie. She took down the relevant details and said that she will escalate the matter for further investigation and revert to me no later than the following day (Saturday).

By Tuesday, 7 December, Anerie had not reverted to me so I had to make that dreaded phone call where I would be placed on hold for a minimum of 30 minutes prior to talking to her. When I eventually got through to her, she told me that she had not received any feedback from the bookkeeper who was dealing with the matter. She said that she would contact the bookkeeper for an update and then revert to me - which is what I thought she was supposed to have done without me having to call her. She eventually reported that the bookkeeper's investigation was still in progress. I then asked her whether I could come to the store for a cash refund because the refund to my card had failed and I needed my money. I told her that I have my bank statement which could prove that the funds did not reach my account. She said that they would not be able to do that because they first needed to conclude the investigation to establish why the funds were not reflecting in my account. I told her that this was an inconvenience because I've waited beyond 10 working days for my money and yet I am expected to continue waiting. I really need that money. She said that she would follow up with the bookkeeper again on the following day (Wednesday, 8 December) and provide me with an update. I still await her phone call and I will not be calling the store again for further updates because I always have to wait close to 30 minutes listening to automated messages, etc. before I get through to her.

What am I supposed to do? How can it take so long for me to get money which is rightfully mine?

This is a true representation of appalling and disgusting customer service.