Refunds not processed as promised

So, when will I be receiving my refund that was according to your email to be processed within 3-5 days. First orders refund is now on day 8, second orders refund is now on day 3. I have now gotten this generic reply of the matter being escalated from 4 different Game channels, here, Facebook, Email and Whatsapp, who have also now told me that the 3-5 days is a lie and refunds take 14 business days, so who here is lying? The email, the Whatsapp channel?

When a refund is actioned/processed the receiver of said refund gets a notification from their bank. I have not gotten anything for either of the refunds that have now supposedly been processed on 24 and 29 August even after the 4 confirmations that this matter had now supposedly been escalated aswell.

Please give me an answer as to what is going on with BOTH of my refunds as I do not believe for a second that the funds have been reversed to be refunded back to my account.

I expect both my refunds to be refunded with proof by the close of business today or I will be reporting the matter to the CGSO and have the ombudsman deal with it.

So just to set it straight, you are blatantly lying to consumers by saying “Dear Customer, we have successfully processed your refund into your original source of payment. the amount should reflect in your account in 3-5 days.”

We are now on day 9 of my first refund not being refunded as claimed by you and day 4 of the second.

To make it even better, your Whatsapp channel claimed that refunds could take up to 5 weeks. So the 7-14 days is another lie.

I have laid a complaint against you with the ombudsman as I do not know where you get the idea that you have the right to blatantly and deliberately lie to consumers and we should just accept it.

Your values and the level of customer service is disgusting and I will make sure to spread the word on your ******* ways of doing business and holding on to consumers money while still advertising items that you fully know are out of stock, yet allow consumers to purchase so you can hold onto the funds.

Here is a full conversation on what your Whatsapp channel had to say, and do not bother replying privately, you are openly lying and misleading the public so be open about it on this platform as well.

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2025/08/29, 20:22 - Mandy: Hi

2025/08/29, 20:22 - Game Online SA: Hello,



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2025/08/29, 20:23 - Mandy: Hi, I am still waiting for my refund. It has been 5 business days. Placed another order, also cancelled and refunded so how long will this now take to reflect. Your email says 3-5 business day, we have reached that so please explain what the problem is

2025/08/29, 20:25 - Mandy: I have also not gotten any notification from my bank to confirm that a refund had been actioned for either of the refunds that you have claimed had been processed.

2025/08/31, 10:20 - Mandy: Hi

2025/08/31, 10:42 - Game Online SA: Hi , welcome to Game WhatsApp services.

2025/08/31, 10:42 - Mandy: Hi, I am still waiting for my refund. It has been 5 business days. Placed another order, also cancelled and refunded so how long will this now take to reflect. Your email says 3-5 business day, we have reached that so please explain what the problem is.I have also not gotten any notification from my bank to confirm that a refund had been actioned for either of the refunds that you have claimed had been processed.

2025/08/31, 10:55 - Game Online SA: We’re really sorry for the inconvenience caused.

2025/08/31, 10:55 - Game Online SA: indly provide the below details for assistance with a refund.





Account number:

Branch code:

Name of account holder:

Name of Bank:

Type of account:

Order number:

2025/08/31, 10:57 - Mandy: Account number: **********

Branch code: ******

Name of account holder: Mandy Engelbrecht

Name of Bank: *******

Type of account: Savings

Order number: *** & ***

2025/08/31, 11:04 - Game Online SA: Thank you for the information, We have escalated the details to the relevant department for assistance. Kindly note that refunds may take 3-14 working days, depending on your banking facility.



The refund query has been logged. You will be contacted in 24-48 hours.

2025/08/31, 11:36 - Mandy:

2025/08/31, 11:36 - Mandy:

2025/08/31, 11:36 - Mandy:

2025/08/31, 11:44 - Game Online SA: Noted, thank you

2025/08/31, 11:58 - Mandy: Ok so the emails are lying or you are?

2025/08/31, 11:58 - Game Online SA:

2025/08/31, 12:23 - Mandy: ???

2025/09/01, 11:59 - Game Online SA: Hi Mandy, welcome to Game store WhatsApp services.

2025/09/01, 11:59 - Game Online SA: We are sorry for delay in response.

2025/09/01, 12:01 - Mandy: I want to know what the actual truth is behind the refund process. On every platform a different answer is given and I want to know what is happening with BOTH my refunds

2025/09/01, 12:02 - Game Online SA: Please note that the email you received is automated and may not reflect the full details accurately. Refunds that take 3–5 working days typically apply to payments made directly from a Game account. For payment methods like EFT via Capitec, the process may differ. Let us know if you need further clarification.

2025/09/01, 12:06 - Mandy: Then that should have been specified. A refund does not take weeks to process anymore, it is not the early 2000's and when a refund has been actioned the receiver gets a notification from their bank. I have not gotten one for either of my refunds that have supposedly been processed. So please answer my question as to what is happening with my refunds

2025/09/01, 13:22 - Game Online SA: Just a quick update: since your payment was made via Capitec EFT, banking details needed to be submitted on the same day the automated email was sent. Once submitted, the refund process would take 3–5 working days, and depending on your bank’s clearance process, it may take 7–14 working days for the funds to reflect in your account. Let us know if you need any further assistance.

2025/09/01, 14:18 - Game Online SA: Is there anything else that we can assist you with today?

2025/09/01, 14:20 - Mandy: So who exactly was supposed to "submit" the banking details? As I have now asked 3 times, please clarify what is going on with my 2 refunds. Not the generic if and buts, what has been done with my refunds.

2025/09/01, 14:24 - Game Online SA: Just an update on your refund: it has been escalated to our finance department. Their process takes 3–5 working days, and once reviewed, they will either contact you via email or call you to advise on the next steps. So your refund is currently in progress.

2025/09/01, 14:32 - Mandy: So the emails stating that they were processed was a lie? It will take 3-5 days for them to CONTACT me, not REFUND me and another who knows how long for the refund to actually be done. And then another who knows how long for it to actually reach my account? Just confirm that you are saying the following, feedback from finance 3-5 days (1 week), refunds as previously mentioned another 3-5 days (another week), and "clearance" 7-14 business days (another 3 weeks). So a refund that was promised in 3-5 days that is already on 3 and 8 days will now take another 5 weeks for me to receive my money back? A simple yes would be sufficient seeing that this is based on the info that you have given me

2025/09/01, 14:49 - Game Online SA: Yes, and we’re very sorry for the miscommunication via email.

2025/09/01, 14:58 - Mandy: Thank you. I will be logging a complaint with the consumer goods & services ombudsman as you are completely going against what the CPA allows.

2025/09/01, 15:17 - Game Online SA: Our sincere apologies. We value your feedback and are committed to improving.

2025/09/01, 15:17 - Game Online SA: Is there anything else that we can assist you with today?

Same useless information that you, the Facebook team, customer care email, whatsapp and now the agent has given me. So, 5 different channels have all "escalated" the matter. There would not have been a "matter" if your email had not blatantly **** about the turnaround of a refund. And your agent also told me that refunds are done in 3-5 days but when paying with Capitec this does not apply, none of which is mentioned in any email or your website. Capitec customers are supposedly supposed to contact you, after YOU have cancelled the order for stock that YOU do not have, and we are supposed to request that you manually process the refund. In other words, if someone purchases items from you, you cancel the order, they receive the same email that the refund had already been processed (which is not at all the case, my refunds had not at all even been touched, the issue had just been sent to your finance team, which could also be a lie seeing that, that is the way business is done at Game), if they do not constantly contact you to get THEIR money and constantly check that you are actually doing the refund as promised, they will not get the refund and it would be swept under the rug?

So, if a consumer is not constantly checking their bank account etc. and just takes your word for it, they will not get their refund. This is apparently applicable to Capitec customers, yet I strongly doubt that, that is actually the case, I just think that it is an easy excuse, and it would not matter what account or payment method I have used, you would have sucked the same story out of your thumb, to try and cover up the fact that you mislead and lie to your customers.