Going on six months still waiting for a refund pathetic customer service

Item: Flight Centre South Africa
Rating: 3

I had purchased two tickets on SAA to sao Paulo in June from Tshabo Thutse at maponya mall. The date was changed in store. However the second change in store could not be done and had to be done directly at the airport. After this I requested the tickets to be cancelled in early July. To date I still have not be refunded. The agent is now based at Clearwater mall. I requested for the tickets to be cancelled in early July by Tshabo. I waited 12weeks was told no reply from SAA. I then contacted SAA they said they did not receive any cancellation request. I was then give two new ticket numbers to be used by the agent at flight centre to cancel the ticket. On the 19th October 2016 I once again called SAA and was told again no request was received by the agent. I was then emailed two enquiry numbers from Tshabo to show she had submitted it. On a daily basis I have to email her asking a status update , i even explained that i am responsible to answer why it has not been refunded in all this time. It was even brought to my attention the saa policy for refunds are 30days and flight centre within a three month period. I usually get an email response after three to five days from the agent. Out of sheer irritation I went to flight centre on Tuesday the 15th November 2016. Tshabo unfortunately was not in and I was assisted by an agent know as Michael. He really assisted me, made phone calls to SAA to flight centre department etc. He managed to finally get the ticket back from SAA and a refund was requested. However to date I still have no clue what the status is. My email on Wednesday to Michael I received a response its with SAA . I sent an email on Friday to Tshabo asking the status. On Monday 21st received a response as discussed with Michael its still with SAA. On Tuesday I rep**** to that email requesting a time frame as this issue has been dragging on for such a long time I still have no definite answer. I had a similar issue recently with Harvey world and the tickets were refunded within a 30day period. I was contacted throughout the process by the agent. Tshabo is a good agent whom i like dealing with,however I am disappointed at the lack of customer service I'm receiving. Why should I be the one to request feedback, why is this not given to the customer on a regular basis until the issue is resolved. Good customer service is what keeps customers returning ! I still have no idea how long this issue will take to be resolved. On the 22november I wrote a complaint to the customer service department, my complaint was responded to by Samantha Jordaan who informed me she will investigate the matter. On the 24th I emailed the ticket numbers and the flight centre bsp enquiry numbers she informed me she was waiting on the relevant people concerned. Today the 28th of November I emailed her asking has any progress been made. By close of business on Monday I had no response from her. Six days later after contacting the service department I still have no idea how long the issue will take to be resolved. I'm so frustrated that they cannot give a person an answer. Waiting six months for a refund is simply ridiculous.

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