I got my refund, but only after escalating to the CGSO

I eventually received my R138.62 refund from Howler, but unfortunately it took escalation to the CGSO to get there.

I had paid (extra) for Refund Protection which wasn't optional during ticket purchase. After the event venue was changed from Fourways Farmers Market to River Cabin, I questioned why the Refund Protection Fee should be retained when an important aspect of the event had changed after my purchase. Howler initially stated that the fee was non-refundable. Interestingly, after the matter was referred to the CGSO, Howler ultimately processed the refund. I'm pleased that the matter was resolved, but I'm left wondering: how many other consumers have been told “non-refundable” and simply accepted that answer without knowing that they could escalate the matter? This isn't really about the R138.62 anymore. It's about transparency, consistency and how consumers are treated when they challenge a decision. Howler, I appreciate the eventual resolution. But I hope you use this experience to improve the Refund Protection process for your customers.