Urgent Complaint About Delayed Refund from PayJustNow

Subject: Urgent Complaint About Delayed Refund from PayJustNow

Dear Hello Peter Team,

I am writing to formally lodge a complaint against PayJustNow regarding a delayed refund for a declined transaction.

On Monday, I attempted to purchase cement at Builders Express Thohoyandou using PayJustNow. Although the payment was deducted from my Capitec account, the store declined the transaction, and the PayJustNow app still shows the order as unpaid.

Since then, I have:

Reported the issue immediately to PayJustNow.

Confirmed that the merchant (Builders Express) sent an email with the refund request and all details.

Been told repeatedly that the refund would be processed within 1–2 business days after merchant confirmation.

Today marks day 3 and there is still no refund. I urgently need the money to repurchase the building materials for my project here in Limpopo, which is now on hold. I am also scheduled to travel back to Gauteng by Friday, and this delay is costing me time and money.

PayJustNow support has been unhelpful and keeps redirecting me between themselves and the merchant, with no clear resolution or timeframe.

I am requesting your assistance to escalate this matter urgently so that my refund is processed immediately and such delays are prevented for other customers.

My Details: Name: Tiyani Makhubele Phone: *** Order ID: ***4

Thank you for your help.

Kind regards, Tiyani Makhubele