UNJUSTIFIED PRICING

I cancelled my ticket for R660 and it was converted to R610 voucher after deducting R50 admin fee. The voucher for R610 was ticket # STCUVU701. On 20 February I contacted intercity enquiries whatsapp *** and I was assisted by Simphiwe. I asked her to book Intercity bus for 530pm Midrand to Port Elizabeth which was costing R430. She did the booking from Midrand to Port Elizabeth 27 February 2026. I was shocked to receive a ticket reflecting R610. I asked for an explanation since my voucher was R610 and the bus price was R430. She said, "We used your refund that you were left with on your old Ticket since we are unable to refund the remaining change, so we adjusted the price to the remaining balance on our system". I told her that was not fair since I am supposed to get the difference in the form of a voucher, but she said, "We so sorry about that Sir but we were not gonna be able to refund you the remaining amount if we minus the price you saw on the system". If the ticket was more than R610, they would ask me to pay the difference. Now that the price is less they don’t want to do the fair thing of issuing a voucher for the difference. On 27 February 2026, I contacted Intercity customer care number. I spoke to Nkosikona and he was even surprised how the R610 was offset like that without issuing voucher for the difference. I asked to speak to the Supervisor, and I was told that they were in a meeting. I contacted customer care again around 2 pm and I spoke to Bernadette Khumalo who identified herself as the Supervisor. I explained to her my situation, and I even asked her to check the chats with Simphiwe on 20 Feb 2026. I wasn’t satisfied with her explanation, and she was evening comparing to the price of Intercity today. She said my claim is baseless. I even asked her what was the reason for Simphiwe to say that they are unable to refund the remaining balance. Bernadette ended up telling me to contact customer care regarding the query. I am not happy and satisfied with the responses I got from Bernadette. I have been using Intercity/Eagle liner on most of my travels and I have been a happy customer until this upsetting situation.