nearly 3 weeks and we are still to receive our money back

<p>Tanya Cornwall (my fiancé) logged a complaint on the 8th of November 2016 which goes as follows</p> <p> </p> <p>“Went to Makro Bloemfontein on 27 Oct 2016 to return a cooker hood (R899) which we bought incorrectly. We needed one that is for an island and not for against a wall. We were told that because we paid for it via EFT that the refund will be done also via EFT (internet banking) and that the money will reflect by that Friday or Monday. I waited until the Thursday, the 3rd of November 2016 (1 week), and went back to Makro to enquire why I had not received the refund yet. The guy from internet banking there took my number and said he would call me on the Friday. He never did. Now we are already at the 8th of November, almost 2 weeks since I returned the cooker hood and I have still to hear anything from Makro and receive my refund. I cannot drive to Makro everyday to enquire. Please sort this out for me.”</p> <p> <br />On the same day (8th November 2016) I received a phone call from both Nomaswazi Mathule (Makro Online Support) and Johan Koekemoer (Customer service Manager). Not Johan nor Nomaswazi could give me an explanation on why Makro took so long for someone to contact us. Why did we need to log a complaint before we got any feedback from Makro? Johan Koekemoer explained to me that they have banking details of two persons on their system, which is why they did not pay our money back. I then asked, why did no one let us know about this? Johan said that they have a lot of emails to go through from around the world, that is why it took so long. Eventually Johan explained to me that the one person's banking details is Tanya Cornwall’s details and I do not know the other person who’s details is also on the system. Apparently they do not know which banking details to pay the money into. Johan explained that we (me and Tanya) had to give them this banking details, that is why it is on the system. We most certainly did not give ANY banking details accept for Tanya Cornwall’s banking details.</p> <p> <br />I (Bonita) ordered the cooker hood but Tanya paid via EFT. I also explained this to Johan Koekemoer. He said that he will be in contact with the head office and will sort this out. He also explained to me that I, Bonita-Marie should send my banking details (Standard Bank) to Nomaswazi via email and not Tanya’s banking details. I then rep**** to the email on the 8th November 2016 with my banking details and proof of payment. I then received an email from Nomaswasi on the 10th of November 2016 at 9:25am which stated “The order was paid from a FNB account please send us the FNB banking details.” but I only saw this on the 11th of November. Johan Koekemoer phoned Tanya on the 10th of November at around 12:30 and said that everything is sorted and our money is paid into our account. Also that we should not submit an order on one person's account and pay from another's bank account in future.</p> <p> </p> <p>So on the 11th of November when I saw this email from Nomaswasi I rep**** and asked “Mr Johan Koekemoer phoned Tanya yesterday and explained to her that the money is already paid into our account. I'm confused and is not sure what is going on. Can someone please phone me and let me know what is happening with this case.” I also cc’d Johan in all the emails I’ve send to Nomaswasi like he asked me to do.</p> <p><br />It is the 15th of November and no money has been paid into our account. This is really not acceptable. Johan is trying to blame us for what happened but how and why would we put another person’s name onto the system where the money should be paid into even if we do not know the person (apparently there are 3 identities associated to this case)?</p> <p> </p> <p>We are not happy with the service that we received and the way things was handled from everyone who contacted us from Makro. I want my money paid into my account not later than tomorrow morning. We have returned the item nearly 3 weeks ago and we are still to receive our money back. This is unacceptable and disappointing to say the least.</p> <p> </p> <p>Will somebody PLEASE be in contact with us regarding this situation AS SOON AS POSSIBLE.</p> <p> <br />Regards</p>