Final Escalation: Failure to Refund Cancelled Booking (Sept 2024)

Dear Hello Pieter,

I am writing to formally escalate a long-outstanding refund matter that has remained unresolved since September 2024, despite extensive follow-ups with Greyhound’s customer care and refunds teams.

On 25 September 2024, I booked two bus tickets via the Greyhound mobile application for my daughter and i, travelling from Johannesburg to Port Elizabeth. The booking was cancelled on 26 September 2024, and I submitted the required refund form together with proof of payment immediately, in accordance with Greyhound’s cancellation and refund process.

Transaction details:

Transaction date: 25 September 2024

Amount paid: R1,084.00

Ticket value after cancellation: R884.00

Booking ***

Since the cancellation, I have made numerous follow-ups and have been assisted by multiple Greyhound representatives and departments, including:

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Kuveshni Naidoo

Siraaj Hoosen

Selesley Whittaker

Khomisani Nkwinika

I was repeatedly advised that my refund request had been received and escalated to the refunds department. I was also issued the following reference numbers during these interactions: 86907, 87448, 88385, 89334, 88269, 89610

Due to the lack of progress, my mother continued following up telephonically until April 2025, at which point she was informed that refunds were delayed due to a backlog. As of today, no refund has been processed, nor has any formal written explanation or timeline been provided.

This delay, now exceeding several months, is unreasonable and inconsistent with the Consumer Protection Act, which requires services to be rendered and refunds to be processed within a reasonable time.

I hereby request:

Immediate written confirmation of the status of this refund, and

Payment of the outstanding R884.00 within 7 working days of this correspondence.

Should this matter not be resolved within this timeframe, I will proceed with a formal complaint to the Consumer Goods and Services Ombud (CGSO) and the National Consumer Commission (NCC), including all correspondence, proof of payment, and reference numbers.

I trust that this issue can now be resolved without further escalation and look forward to your urgent response.

Kind regards, Lerato. ***