OVERDUE REFUND IGNORED FOR OVER 30 DAYS – Ticket STC2Q58

I am writing this review to publicly expose the shocking lack of service and financial negligence by Intercity Xpress / EagleLiner (Fivvo).On 4 May 2026, I officially requested a cancellation and refund for two return tickets from Johannesburg to Durban (Ticket Number: STC2Q58).

I dealt with a WhatsApp agent named Matlou, who explicitly confirmed at 15:01 PM that my refund request was successfully processed. I timeously provided my PDF Proof of Payment and Capitec Proof of Account Details during that exact chat session.

Your official policy states refunds take 15 to 21 working days. It has now been over 30 calendar days (well past the 21 working day maximum deadline), and the R1370.00 (minus your R100 admin fee) has still not been paid into my account.I sent a formal follow-up email to your customer care department four days ago, which has been completely ignored. Your team is ********ly holding onto my money.

I demand that a manager from your finance department contacts me immediately today with an official banking proof of payment for my reversal. If this is not settled immediately, I will proceed with a formal chargeback via Capitec Bank and escalate the matter to the National Consumer Commission (NCC) for a breach of the Consumer Protection Act.Booking Details for Your Action:Ticket Number: STC2Q58Passenger: Noluthando Precious RatshilenganaOriginal Amount: R1,370.00Expected Refund: R1,270.00