Misinformation

To: Customer Relations department greyhound South Africa

Dear Sir/Madam,

I write to formally lodge a complaint regarding the unauthorized, unfair, and procedurally irregular cancellation of my confirmed return booking for travel between and scheduled for Friday, 15 May, with return travel on Monday, 18 May.

At approximately 20h04, I contacted your call centre purely to enquire about the procedure applicable should a customer wish to either cancel or amend a booking. During the course of that call, the line disconnected before my enquiry could be concluded.

At approximately 20h07, I received a return call from your call centre agent. The consultant requested my personal and booking details under the pretext of confirming the booking before advising me on the applicable procedure. At no point during this engagement did I authorize, instruct, or consent to the cancellation of my booking.

While I was still awaiting clarity on the available options and procedures, the consultant informed me that a cancellation fee of R100 would apply. I responded “okay” purely in the context of understanding the process being explained to me and not as authorization to proceed with any cancellation. The consultant then further advised that any refund would only be processed within 30 days. Upon hearing this, I immediately indicated that I had a problem with such an arrangement and expressly stated that I would not wish to proceed with cancellation under those circumstances.

It was only thereafter that the consultant informed me that the booking had already been cancelled, despite the fact that:

1. I had not given any final instruction to cancel; 2. I was still considering my options between cancellation and changing my travel dates and/or times; and 3. No clear authorization, confirmation, or informed consent had been obtained from me before effecting the cancellation.

The conduct of your consultant constitutes a serious procedural failure and a blatant disregard for fair consumer practice. A confirmed travel booking cannot lawfully or reasonably be cancelled without the express and unequivocal authority of the customer. The cancellation was effected prematurely, negligently, and without mandate.

As a direct consequence of this unauthorized action, I have now been left without transportation, without immediate access to my refunded funds due to the stated 30-day processing period, and without the financial means to secure alternative travel arrangements. This has caused significant prejudice, inconvenience, distress, and financial harm.

Your actions appear inconsistent with the principles of fairness, transparency, and proper disclosure contemplated in the , particularly regarding unauthorized transactions and unfair business conduct.

In light of the above, I hereby demand the following:

1. An urgent written explanation detailing how and why my booking was cancelled without my authorization; 2. Immediate reinstatement of my original booking under the same terms and pricing, alternatively the provision of equivalent travel arrangements at no additional cost to myself; 3. Preservation and release of the call recordings for both the 20h04 and 20h07 calls for evidentiary purposes; 4. Written confirmation of the internal procedures followed by the consultant before cancelling the booking; 5. Confirmation that no cancellation penalties or deductions will apply under these circumstances; and 6. A formal written apology for the inconvenience and prejudice caused.

Please treat this matter as a formal dispute requiring urgent resolution. Failing satisfactory intervention, I reserve my rights to escalate the matter to the and pursue any additional legal or regulatory remedies available to me.

I trust that this matter will receive the urgent attention it deserves.

Yours faithfully,

Lonwabo Zimu ***575915 ***