Lack of professionalism and accountability

On 06 February, I requested a full refund online. There was an option for a 50% refund but I deliberately skipped that option and opted for the special condition refund and motivated for my request.

I have spoke to multiple agents who have said that my request was not approved as it is my mother in law who is ill and not myself. This is extremely inhumane because was your expectation that we let her die so we can attend your concert? Bear in mind, they don’t provide the different circumstances under which a special condition refund will be approved when applying for one, because I would have opted to resell these tickets myself if I knew I was dealing with an inhumane organisation. I am now told that I have been refunded 50% of my money which is NOT what I asked for. I don’t know why they would make this decision on my behalf when I clearly requested a full refund due to unforeseen circumstances.My request was clear and the same way I communicated it, they needed to communicate that my request was denied and NOT process a 50% refund as this is NOT AT ALL what I asked for. Upon communicating that my request has been denied, I would have decided what to then do with my tickets. I’m not sure why they would process a 50% refund when I clearly DID NOT opt for this option upon requesting a refund.

Furthermore, I have been trying to contact their number non-stop and I receive the following feedback: “Number is incorrect, check the number and dial again”. If their number actually worked when I was following up on my request, I would have told them not to process a 50% refund as it is definitely not what I asked for. Their lines not working are the reason I am here now because this refund would’ve been stopped as I checked until the morning it was processed and it was still pending BUT their line were not working.

Howler did not process my request as I put it and they did not communicate their inability to do so. They just processed how they wish and they keep telling me I requested a refund, which I did but they did not process according to my instruction or at least follow due diligence to find out if I wanted them to proceed with an alternative, they made that decision for me and they refuse to account.

I have been following up on my email and calls from a few days back and the agent told me that it will be attended to and I will have feedback that day, if not, I must call back in the morning.

I called back in the morning and I’m told that I won’t be assisted until the ONLY person who is able to assist with my escalation is back from leave. This is extremely unprofessional. As if dealing with this organisation hasn’t been such a time and resource consuming activity, they are now making their problems mine?

I’m gravely disappointed in the lack of professionalism and I am afraid I will not be assisted before this event.