Kulula - blatantly lying to me! Does not want to issue refund.

Kulula owes me a refund and does not want to pay me! They do not know what they are doing, they don't know their own product. And they are a bunch of *****!

I took out the flight and bag cover which was an absolute waste. I was not given the opportunity to read the policy wording before paying(conveniently). To my surprise it wasn't what I expected it to be and called Chubb to cancel it. Chubb cancelled the policy with ease and said it can be refunded, I need to contact kulula for the refund. Which is only logical as kulula took the money as the debit, along with the costs of the flight. It was such a hassle getting the kulula contact centre stuff to understand that they are the ones to do the refund. After speaking to a bianca manual on the 21/02/2018 who spoke to her team leader and said she had issued the redund,it will take 6 weeks. Till date,no refund. The agent did not want to give me a reference number. Till date,no refund.

I call the centre now who tells me that there is nothing on system, nothing has been logged and asks me for a reference number? I thought you guys don't give reference numbers? Anyway they still trying to refer me back to chubb. Spoke to a consultant by the name of Lisa Shosha, who blatantly **** to me saying Bianca is not at work, when I asked to speak to Bianca's manager she says Bianca's manager is not in. So I questioned if the both of them are off together, she then says wait let me go check. She straight up **** to and got confused and didn't know what to say, then admits that she didn't check she thought the whole team was off. How does a whole team be off?? Turns out Bianca's team leaders was actually at work. Is this the kind of treatment and customer service you offer? Is this the kind of staff you employ? *****?

Someone better sort my issue out and address the staff including Bianca's manager!