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Kim K

1 reviews | Active since Feb 2011

21 Nov 2023, 07:19

Netstar - excessive waiting times - REFUND

Absolutely shocking, a refund is owed to me, service was cancelled on the 19/10/2023, date of this complaint is the 21/11/2023. Get told I must wait another 14 working days for the refund to be fully processed. So you take my money end of September, and have sat on the money for more than a month (based on when the service was cancelled, a month later, you expect me to wait another 3 weeks, to be refunded, that means this whole process from date of cancellation is 2 months. This is beyond unacceptable, and reeks of inefficiencies!! You can log a case number, and no one will come back to you. I highly doubt you are going to refund the interest accrued while you drag out this refund. I refuse to wait another 14 working days.

0
Replies (10)
Netstar
Netstar's reply21 Nov 2023, 09:22
Official
Good day Kim 

Thank you for flagging this serious matter with us. We have noted your query and will look into it and contact you to further assist. 

Regards 
Netstar 
Netstar
Netstar's reply21 Nov 2023, 16:57
Official
Good day Kim 

As per feedback from our credit controllers, you have been contacted and advised that a refund will be paid tomorrow to We Buy Cars. Thank you for reaching out to us, if there is any thing else you need please let us know. 

Regards 
Netstar 
KK
Kim K's update23 Nov 2023, 13:52
Reviewer Update
Hi, it appears your organisation doesn’t know what it is doing, yesterday was the 22/11/2023, WeBuyCars stated they have not received the POP!!! Your people asked me for my banking details earlier today, I called to confirm that payment is being done today, only to be told, it’s only being refunded back to WeBuyCars tomorrow. Which means it’s just more endless stories and I am now at my wits end!!! I am not going to be made to wait longer, because no one knows what they are doing or what is going on. This has been going on since the 19/10/2023, today is the 23/11/2023. The money outstanding will be in my account tomorrow!!!
Netstar
Netstar's reply23 Nov 2023, 15:36
Official
Hi Kim,

As per feedback from our credit controllers, you have been contacted and has been proceeded to We Buy Cars. 

Thank you for reaching out to us, if there is any thing else you need please let us know. 

Regards 
Netstar 
KK
Kim K's update28 Nov 2023, 05:54
Reviewer Update
So the saga hasn’t ended, you guys sat on my refund, from the 19/10/2023 and only released payments to WBC on 24/11/2023 (which WBC still hasn’t paid over to me!) it’s taken more than 5 weeks, which is preposterous. I got advised by WBC that you are only refunding R3982.82, but I paid upfront end of September 2023: R6520.87. This is not acceptable, the terms & conditions state “reasonable settlement” the unit & fitment is free of charge, reasonable implies that we both agree and are happy, not that you will withhold more than 45% of the monies paid. You are also charging me for one full month, that being October, albeit the cancellation was done on the 19/10/2023 the CPA is clear on consumer rights. I have sent an email to your customer enquiries team, and have yet to receive a response.
KK
Kim K's update28 Nov 2023, 05:57
Reviewer Update
Oh and to add, no detailed, in fact nothing has been supp**** by way of an invoice etc, to justify withholding 45% of this refund
Netstar
Netstar's reply28 Nov 2023, 09:55
Official
Good day Kim, 

 Thank you for bringing this matter to our attention and we are sorry to hear about your experience.  Please note the matter has been escalated to our internal department for further assistance. 

Kind regards
Netstar 

Netstar
Netstar's reply28 Nov 2023, 11:08
Official
Good day Kim

Please note our finance department is trying to make contact with you with no avail. Please provide is with a convenient time that they can make contact with you. 
 
Kind regards 
Netstar 


KK
Kim K's update28 Nov 2023, 11:14
Reviewer Update
Hi, I’ve only received one missed call this morning. I’m available through most of the day.
Netstar
Netstar's reply28 Nov 2023, 11:57
Official
Good day Kim,

Please note our finance department has advised contact was made. The matter has been resolved from our side. Should you require any further assistance please do not hesitate to make contact with us and we will gladly assist.

KInd Regards 
Netstar