Kayak Cape Town (Simon's Town)

I scheduled a Penguin Kayak trip for my husband's birthday in Sept-19. We had been informed twice that the trip had to be cancelled due to high winds that made the trip unsafe. On the second cancellation, I requested a refund via WhatsApp (this is the preferred channel of communication by the company). They agreed to refund me and I responded by asking if I could send through the bank details for the refund as my bank account used to pay for the event was closed last year and the refund request was done several months later.

I received no reply and several days later, I received an email stating that the refund was processed - BUT TO MY CLOSED ACCOUNT. I have contacted the company and spoke to the manager, Sasha over a dozen times explaining this situation and requesting that the refund be processed to the correct account. She informed me that it is my responsibility to go to my bank where my closed account was help to get the refund. Unfortunately, this was unsuccessful and I notified Sasha. She promised to have my refund processed on multiple occasions and after following up and enquiring via email, I have not received my refund.

I would expect that the company would take responsibility of the refund and refund me anyway as they could have prevented this by simply replying to my WhatsApp. I have gone out of my way to accommodate their excuses, their promises and their platitudes but I am now laying a complaint to get a full refund.