Dissatisfied customer!!!

Dear EasyPay Customer Service,

I am writing to formally lodge a complaint regarding the unresolved issue with my failed transactions and subsequent refund from EasyPay. On 30 May 2024, I initiated two transactions through EasyPay, each amounting to R529.00. Unfortunately, both transactions failed, and I received a notification promising that the funds would be reversed within a day or two. Regrettably, this has not occurred.

Following the failed transactions, I promptly contacted EasyPay customer care and was instructed to provide 3 months of bank statements showing the payments made on 30 May 2024. I duly submitted these documents to Tazneem Jacobs, along with reference number 52413, as instructed. I was assured that my case had been escalated and that the refund process was underway.

Since then, I have diligently followed up with EasyPay customer care multiple times, each time being assured that the matter had been escalated. Despite these assurances, nearly a month has passed, and I have neither received my refund nor any substantial feedback on the status of my case.

Most recently, on 19 June 2024, I spoke with agent Tuliswe who assured me that the matter had been escalated to her manager and that I would receive a call back within 2 to 3 hours. It has now been 24 hours since that assurance, and I am yet to receive any communication or feedback from EasyPay.

I am deeply disappointed and frustrated by the lack of resolution and poor customer service I have experienced throughout this ordeal. A month without a refund or meaningful update is unacceptable. Therefore, I am requesting immediate action to process my refund without further delay. If this matter is not resolved promptly, I will have no choice but to escalate it further and consider legal action to recover my funds.

Please acknowledge receipt of this complaint and provide a definitive timeline for when I can expect my refund to be processed. I expect a prompt response and resolution to this matter.

I am available on ***