1 reviews | Active since Jun 2025
Makro Alberton Forced Double Payment After System Failure – Now Refusing Immediate Refund
This complaint is regarding Makro Alberton’s unacceptable handling of a double payment caused by their own system failure.
I made a Scan-to-Pay payment that was successfully deducted from my bank account immediately. Makro’s system incorrectly reflected the transaction as declined. I provided clear bank proof on the spot, yet staff still forced me to make a second payment in order to complete my purchase.
This was not a customer error — it was a Makro system fault.
I was told the matter would be escalated to Head Office and Makro’s bank for a reversal. Despite this, I am now being told to wait 10 working days to receive my own money back. This is completely unreasonable. The funds were taken instantly, and there is no justification for withholding a customer’s money for days when the error is fully proven and acknowledged.
Makro’s failure has caused unnecessary financial strain and inconvenience. Customers should not be penalised for internal technical problems, nor should they be forced to fund Makro’s operational failures while waiting for slow internal processes.
I am demanding the immediate refund of the duplicate payment, not excuses or delays. If this matter is not resolved urgently, I will have no choice but to escalate further.
This level of service is unacceptable and deeply disappointing.
I expect urgent intervention from Makro Head Office and written confirmation of when my money will be returned.
I acknowledge the apology, however it does not address the core issue.
The duplicate payment was caused by Makro’s system error, not by me. The funds were deducted from my account immediately, and proof was provided on the same day. Being asked to “allow the allocated timeframe” places the financial burden of Makro’s failure on the customer, which is unacceptable.
There has been no clear explanation as to why an immediate reversal cannot be processed when the error is confirmed, nor has a specific refund date been provided. An apology without action does not resolve the inconvenience or the financial impact caused.
I am again requesting urgent intervention and written confirmation of the exact date the duplicate payment will be refunded.
I expect this matter to be treated with the urgency it deserves.
I acknowledge the apology, however it does not address the core issue.
The duplicate payment was caused by Makro’s system error, not by me. The funds were deducted from my account immediately, and proof was provided on the same day. Being asked to “allow the allocated timeframe” places the financial burden of Makro’s failure on the customer, which is unacceptable.
There has been no clear explanation as to why an immediate reversal cannot be processed when the error is confirmed, nor has a specific refund date been provided. An apology without action does not resolve the inconvenience or the financial impact caused.
I am again requesting urgent intervention and written confirmation of the exact date the duplicate payment will be refunded.
I expect this matter to be treated with the urgency it deserves.
We apologise for the inconvenience we have caused you.
Please visit the store to show them that they deducted twice from your account.
Please provide them with the proof of payment.
They will be able to assist with the refund.
We apologise for the inconvenience we have caused you.
Please visit the store to show them that they deducted twice from your account.
Please provide them with the proof of payment.
They will be able to assist with the refund.
This is now my final attempt to resolve this matter directly with Makro.
The double deduction occurred a week and a half ago in store. I immediately provided proof of payment, my details were taken, and I was assured that the matter would be escalated to Head Office for a refund to be processed back to my card.
Since then, I have been taken from pillar to post. The store has repeatedly contacted me asking whether the funds have reflected, yet no refund has been processed. Now Head Office is instructing me to return to the store again, despite the matter already being logged and escalated.
This is unacceptable.
The double payment was caused by Makro’s system failure. I comp**** fully, provided proof immediately, and cooperated in good faith. I will not continue to carry the financial burden of an internal error or be expected to manage communication between Makro store staff and Head Office.
If the full duplicate amount is not reflected in my bank account within 48 hours, I will proceed with:
A formal bank dispute on the duplicate transaction
A complaint to the National Consumer Commission
Further escalation through all appropriate consumer protection channels
I am requesting written confirmation of:
The exact date the refund was processed
The refund reference number
The expected reflection date in my account
This matter needs to be resolved urgently.
This is now my final attempt to resolve this matter directly with Makro.
The double deduction occurred a week and a half ago in store. I immediately provided proof of payment, my details were taken, and I was assured that the matter would be escalated to Head Office for a refund to be processed back to my card.
Since then, I have been taken from pillar to post. The store has repeatedly contacted me asking whether the funds have reflected, yet no refund has been processed. Now Head Office is instructing me to return to the store again, despite the matter already being logged and escalated.
This is unacceptable.
The double payment was caused by Makro’s system failure. I comp**** fully, provided proof immediately, and cooperated in good faith. I will not continue to carry the financial burden of an internal error or be expected to manage communication between Makro store staff and Head Office.
If the full duplicate amount is not reflected in my bank account within 48 hours, I will proceed with:
A formal bank dispute on the duplicate transaction
A complaint to the National Consumer Commission
Further escalation through all appropriate consumer protection channels
I am requesting written confirmation of:
The exact date the refund was processed
The refund reference number
The expected reflection date in my account
This matter needs to be resolved urgently.