eBucks Horrific Service

To whom it may concern,

On Monday I made the mistake of buying a Takealot voucher through the eBucks website. Minutes later I called their call centre, assisted by a gentleman named Kuvit I was told that a refund would be possible considering how soon after the purchase I requested the cancellation. I was assured that the "refund" would be processed at latest by Wednesday, 23 August 2017.

Fast forward to Wednesday, no refund received. Call them again this time assisted by a gentleman named Emmanuel. Again assurances are made but nothing is delivered.

So today, 25 August 2017 I call them again at 09:15 and I'm put through to Kuvit who tells me that unfortunately "refunds" on the the product I ordered are not allowed all of a sudden. The absolute nut-clencher? I HAVEN'T RECEIVED THE ACTUAL ITEM. How can this be considered a refund? How can I give back what I have never received?

After on the phone for 40 minutes of being put on hold on the phone I get put through to a manager who tells me the EXACT same thing I was told on Wednesday and adds an extra element of "we have escalated it to so-and so", thereby shifting the responsibility to someone else in the same company. Who it's with within the company is not my business, the issue should be sorted.

This is preposterous.

Just to add fuel to fury this isn't the first time I had terrible service from eBucks Travel. In May I logged a query on their website to which there was no response. Followed up on that query with a phone call to which I was told "Sorry sir, we were busy. We will tend to your query shortly". To date still no response.