9 days, 6 consultants, 3 forms, 4 emails, 3 Tweets and no feedback - What's the use of having a Premier Account?

On the 25/10 I made a purchase on Cotton On online and payment using that online iPay EFT option and the payment was rejected on their side, but the amount was debited from my account. However, I then left it as this happens sometimes but the money then reverses to your account automatically after 72 hours.

After this didn't happen automatically, I then chatted to one of your consultants and she informed that I should email the form (Debit card outstanding authorisation reversal form) she sent to me to ********** which I did on the 28/10 [Ref: ********** 8_ ********** 92} , who then after 5 days CC'd me in an email where they forwarded by request to ********** [Ref: 1- ********** 884], with no response or update to me on what is happening.

I then called online support yesterday just to be told that they also do not deal with these type of queries but that I need to contact ********** and complete the Reversal Request form.

I also then chatted to one of your consultants on the App and she told me that I should complete the Reversal Request Form and send it ********** I even tweeted the bank to ask but the tweet was never responded to.

So after about 8 days from my initial request;

1. I have had no feedback from you to what is happening or where the money is. 2. I have been told by every consultant something different and have to email almost your entire contact centre. 3. I am still not sure who to email or who can resolve this, and it is starting to look like neither does your consultants. 4. Now I am being told I will be charged R225 to reverse the payment and Cotton on will have to approve the reversal. This is after I explained according to Cotton On the payment was rejected and they sent me proof. Therefore, the error is on your side!

As a so called Premier Account holder you make all these promises to us about great priority service 24/7, yet I have received no service from you and have just been sent from corner to corner. What's the use of being a premier account holder than if you not going to receive premier service.

I expected great service as I have always been happy with the bank and always recommend you to people who complain about bad service and lack of feedback at their banks, but I might have to reconsider this.

It would be great if someone can contact me urgently and tell me how you will be resolving this issue as I have done my part by sending the forms, attaching the proof of payment and the rejection confirmation from Cotton On, so its all up to you.