How are you compensating me for the extra expenditures I have occurred???

Briefly my experience in an email today to your complaints line, Astrid le Clos, Saadiq Isaacs below-

To whom it may concern I phoned the call centre on 13/04/2018 to move my semi-flex tickets (Return tickets from OR to CPT) because I was unable to do so via the website because it didn’t pull through the correct reduced flexi fee. (Problem on your side) I was able to telephonically change the tickets – then I saw on my account that the amounts were incorrectly deducted twice per separate amount (see statement attached) – R 495.68 x 2 and R 472.18 x 2 thus needed refund of R 495.68 + R 472.18 = R 967.86. I had to phone again to explain I needed a refund –Saadiqa Isaacs and I were in agreement that Kululu owes me the funds mentioned above and that she would send it of for processing on 16/04/2018. She also said she would confirm it via an email – but I never received the confirmation. No refund was received so I had to phone again on the 27/04/2018 - Saadiqa finally forwarded me the refund via email and said she would escalate it as urgent, to date I have not yet received the funds. Please note the full accumulated amount for expenses accrued on the above mentioned: 1. Telephone charges (See attached Cell C bill) = R 111.86

2. *Credit card debit interest for funds outstanding since 13/04/2018 * 18.50% = R 13.72 (R 967.86 * 18.50%/365 = R 0.49 * 28 days (see attached statement) 3. Refund of original amount = R 967.86 TOTAL amount waiting to be refunded = R 1093.44 *please adjust the debit interest amount as the days go on as per the date that you do the refund on

The email I received back, Astrid did not even once apologized to me for the financial losses I have occurred or for any inconvenience you have caused me. Rather forwarding me internal comms between them and the processing of payments department that still means nothing to me. I still don't have a clear understanding of when it will be refunded and how are Kulula going to compensate me for the financial expenditures in order to rectify YOUR faults?