Overdue Refund

Dikeledi and customer team

I am writing to you to express my utmost disappoint at the services or lack of service I have received with intercity. After much run around in December I finally got hold of your contact centre on the 9th of Dec to cancel my ticket STCPAXU01 and requested a refund. I was informed that to process my refund I need to send a WhatsApp message of my request attached a proof of payment and my banking details - which I did as per attached screenshot. I got a response to ask for the baking details and I indicated where the document is as per attached screenshot. I followed up on the 10th of December requesting an acknowledgment that the refund will be processed and got no response.

This morning I contact your call centre and spoke to Busisiwe Mahlangu who informed me that my cancellation on the system is still pending banking details (which I submitted 2 months ago). I provided her with the banking details over the line and she informed that there is a backlog and my refund will be process end of March. This is an unacceptable response as I have already been waiting for 2 months and you expect me to wait for another 2 months. I need the matter escalated and my refund processed urgently.