Extremely disappointing service – R12,742.20 refund still outstanding

Our vehicle was ****** on 1 August 2026 at approximately 21:20. We contacted Netstar at approximately 21:30, just 10 minutes after the vehicle was ******, and immediately reported the theft.

We were advised by Netstar that we needed to pay R12,742.20 for them to dispatch recovery resources. Due to the time of night, we were only able to make the payment the following morning at approximately 07:00 on 2 August 2026.

We were specifically advised that if the vehicle was recovered, the R12,742.20 would not be refunded, but if the vehicle was not recovered, the amount would be refunded, subject to applicable administration fees.

Unfortunately, the vehicle was not recovered.

We then followed Netstar's instructions and waited the required two-week period before contacting them regarding the refund. We submitted all the documentation requested.

Since then, we have made numerous phone calls and sent numerous emails trying to get an update. The person dealing with the matter is repeatedly unavailable. We have left our contact details and requested callbacks, but have not received any.

What is particularly frustrating is that we eventually received an email from Andries Seate, Legal Supervisor: Credit Control at Netstar, confirming in writing:

"We are busy with internal process of your refund and once approved we will forward proof of payment to you for easy reference."

That email was received over a week ago, yet we are still waiting for the refund and have received no further meaningful update.

At this point, the issue is not simply the delay in receiving the money. It is the lack of communication, accountability and customer service.

If Netstar is saying that the R12,742.20 is not refundable because the vehicle was recovered, then please tell us where the vehicle is so that we can arrange to collect it.

If the vehicle has not been recovered, then based on what we were specifically told by Netstar, the R12,742.20 should be refunded, less any applicable administration fees.

We reported the theft almost immediately, paid the amount requested by Netstar as soon as we could the following morning, comp**** with their process, submitted all requested documentation and have repeatedly tried to communicate with them.

We are simply asking Netstar to honour what we were told and finalise the refund.

Very disappointing experience, particularly considering the amount involved and the fact that Netstar has already confirmed in writing that the refund is being processed.