Refund Request"- No response

<p>See below complaint , This has been going on since the 01 July 2016</p> <p> </p> <p>""</p> <p> </p> <p>This has got to be the worst customer service I have experienced in many years! If Gautrain is trying to establish a record of being an extremely difficult and frustrating company to deal with, it is being very successful! Let me try to put this situation in as simple as possible terms.<br /> <br /> 1. On June 23rd, we flew from Maputo to OR Tambo in Joburg. We were booked on a train from Coburg to Cape Town and needed to make our way to Park Station from OR Tambo. On our way out of the airport, we were greeted by a couple of young men working out of a shiny new booth promoting travel on the Gautrain. I purchased what were supposed to be three one-way tickets (for my wife, myself and a friend who was travelling with us) from OR Tambo to Park station and was charged 945R on my credit card. We made our way to Park Station but en route I began to do the currency conversion into Cdn dollars and realized that the amount I had been charged seemed excessive. Upon arrival at Park Station, I asked a security guard about the fare and he responded that it seemed out of line. Therefore, I lined up at the Gautrain ticket agent’s window and after waiting my turn, was told by the agent that I had been charged for three return tickets rather than one-way tickets. When I asked for a refund, she explained she could not provide me with a cash refund, nor could she credit my MasterCard but rather would be able to provide a direct deposit to a South African bank account. I advised her that we were travellers from Canada and did not have a South African bank account and she then told me I would have to contact Gautrain’s customer service department by phone and request a refund. Given that I had been overcharged by Gautrain staff and was travelling to Cape Town where we would be for only 5 days, I was extremely frustrated by the red tape I was facing to obtain my rightful refund. But At that point I really had no choice because when I asked to speak to a supervisor about the issue, the ticket agent said she was the supervisor on duty.<br /> 2. Upon our arrival in Cape Town, I explained the situation to our friends with whom we were staying and asked for their assistance. After contacting Gautrain by phone, we learned that there was a formal refund application process that could take 7-10 days to complete but that we were entitled to a refund of approx. 145R per ticket. Given that we were leaving Cape Town and returning to Canada on June 29th, we asked our friend, Jemaine Isaacs to apply for the refund on our behalf and either have the refund credited to our credit card (that was used to make the purchase) or provide his own bank account for a refund.<br /> 3. Since our departure, Mr, Isaacs appears to have been given nothing but a run-around in attempting to obtain a refund of the overcharge on our behalf. You can see from the exchange of the emails below that one roadblock after another is being placed in our way when we are only trying to obtain a refund of monies that are rightfully ours and were obtained from us through an error on the part of your staff at the OR Tambo Gautrain promotion booth. In addition, we are now being told that our refund is only 96R per ticket when we paid 315R initially? Something is not right with this process…actually, many things are not right with this process!<br /> <br /> I compliment you on the beautiful trains we took from OR Tambo to Park Station, but those trains will certainly be running empty if this experience is indicative of the type of service travellers can expect from Gautrain. We will certainly never use Gautrain again should the opportunity present itself and unfortunately we are left with a very poor taste in our mouths from our first South African travel experience. Please do not burden Mr. Isaacs with any more hoops to jump through as he was simply assisting us as a friend but we are respectfully requesting a proportionate refund to the bank account provided without further delay."""</p>