Poor Service and No Feedback – Refund Pending for Nearly 4 Months

I am extremely disappointed with the service I have received. I initiated a request to prematurely cancel my contract *** on 17/09/2024 and promptly received a response with the cost details on 18/09/2024. I paid the premature cancellation fee of R500.00 along with an additional amount of R5677.25, totaling R6177.25, on 26/09/2024.

On 01/10/2024, I was informed the cancellation would take up to 3 days. However, it wasn’t until 17/10/2024 that I received confirmation that the contract had been cancelled. On 21/10/2024, I received a statement showing a credit of R167.17 on my account.

I immediately emailed on the same day (21/10/2024) requesting a refund, providing the statement and confirmation of my bank account details. Since then, I have repeatedly followed up without any resolution:

08/11/2024: Emailed to request feedback on the refund – no response. 18/12/2024: Sent another follow-up email – still no refund. 18/12/2024: Received an automated email stating, “We are committed to resolving this for you” (Reference number: c91d6c65-7fc7-4944-a7b4-15401ad23235). As of today, 03/01/2025, I have not received the refund or any further updates. This issue has been ongoing for nearly 4 months.

This level of service is unacceptable. I demand immediate action to process my refund and a clear explanation for the delays.