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Lainonique S

1 reviews | Active since May 2018

03 May 2018, 15:23

Worst Customer service and refund unresolved .

I have been using gautrain for than years. It is the most pathetic disgraceful service I have ever come across in my life. What makes it so difficult to pay back a customer’s money after your lost gold card has been blocked and never used after you lost your gold card and refunded when all documents are submitted .The Helpline is the worst I have called more times than I can remember ,they are inconsistent and can do nothing to assist from their side ,why is it a help line when no can help…you get empty promises of calls that you will receive back and feedback as well. Never once have I received any kind of correspondence ,call back or feedback .I completed a refund application on the 04/042018 and till today ,they keep sending me pillar to post. Telling me the same thing every day and nothing either .They can’t even get a manager or supervisor or any kind of superior to speak with me when I asked ,they keep saying we will call you. The online complaint department never came back to me up to date either .This is very vexing and extremely frustrating .We pay a hell of a lot of money for such ******* service and for you to get your own money back ,imagine!. I have also been told that my refund ref nmr pulls another person’s clam through and it has already been paid out . All I want is my feedback and my money back .Gautrain does not appreciate the people that keeps its business going and this is a huge disappointment .

Can someone ,somewhere please help or advise.

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Replies (1)
LS
Lainonique S's update11 May 2018, 16:00
Reviewer Update
Good day , I would just like to inform you that I am now even more disappointed in this whole refund issue and Gautrain service . I went to the station yesterday afternoon after work ,to my disappointment the person that assisted me with my refund claim advised that my refund amount is R12 . This cannot be possible as I loaded a 10 trip from Pretoria to Park station on my card the morning of the 20/03/2018.I had a pay as you go balance of R 23 .The afternoon when I returned I re-loaded a pay as you go balance of R150 ,there after I lost my card .I only used 2 trips from my 10 day product . I only travelled the week there after and that is when I realised my card was lost and got a new card .I went to the station on the afternoon of the 28/03/2018 and got my card blocked and also enquired about laying a claim for the refund of what was on my card, at this stage the consultant that assisted me advised me that they are unable or cannot submit a refund for an active product or while my product is still active and insisted that I need to wait until my product expires in order for them to process the refund .She checked the system and advised me of the balance and that no one has used my card and that it is now blocked and I need only return after the 30/03/2018 when my product expires to fill out the form for my refund . I filled out the forms on the 04/04/2018 .My card was never blocked by whoever assisted me on that day which allowed someone to use the pay as you go amount on the card from Pretoria to Centurion and on the bus as well resulting in the R12 balance they wanted to refund me yesterday . Please note that I travel from Pretoria to Park station daily . This is completely unacceptable as I did what was required from me as a customer, waited over a month for any kind of feedback with regards to me refund .The loss of this kind of amount is a big setback for me and to top it all off I need to deal with such drama because someone did not do their job so now the customer needs to suffer such a loss. I am not going to accept this !! This is extremely frustrating and disappointing . Please rectify this as soon as possible .