jV
jennifer V
1 reviews | Active since Dec 2017
12 Aug 2020, 12:41
TIME CONSUMING WAITING FOR REFUND
WAITING FOR OUR REFUND - HAVE TELEPHONE RECORDINGS AND EMAILS PROVING THAT OUR MONIES ARE REFUNDED BUT STILL PENTRAVEL DENIES RECIEVING FUNDS THEY NEVER WAITIED FOR US TO PAY BUT WE MUST BEG AND PLEAD AND CONTINUOSLY PROVIDE HARD EVIDENCE THAT MONIES HABE BEEN REFUNDED NOT GOODNSERVICE AT ALL
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Replies (4)
Pentravel's replyOfficial
13 Aug 2020, 09:55Good Morning Mrs Viljoen Thank you for your feedback.
We are aware of your concerns raised with regards to your booking . As advised and discussed, we are experiencing severe delays in refunds as a result of COVID-19, and as the funds have been paid over to the relevant airline, any refunds due to clients, will only be paid once these monies reflect into our Pentravel bank account. We have rep**** to your claim that the funds have been paid over to Pentravel, along with communication from the supplier that this is incorrect. Refunds under normal circumstances can take up to anywhere to 12 weeks to be processed. It is important to note that we are currently in the 8th week of your refund request, and due to the circumstances, are experiencing these to be delayed longer than normal. Once the funds have been paid to us, we will refund you immediately and until then, will endeavour to keep you updated regularly on the process. We are unfortunately unable to give you an accurate time frame or guarantee of payment at this stage, as it is subject to the airline payment process. We at, Pentravel strive to ensure all our clients, receive an exceptional customer service experience. Our teams are working really hard to ensure that we maintain the service level expectations, and believe that we have communicated the information effectively, and attempted as best as we can to minimise your frustrations and assist in accommodating you throughout this process.
Kind Regards, Desirai Kearney
Cape Regional Manager
We are aware of your concerns raised with regards to your booking . As advised and discussed, we are experiencing severe delays in refunds as a result of COVID-19, and as the funds have been paid over to the relevant airline, any refunds due to clients, will only be paid once these monies reflect into our Pentravel bank account. We have rep**** to your claim that the funds have been paid over to Pentravel, along with communication from the supplier that this is incorrect. Refunds under normal circumstances can take up to anywhere to 12 weeks to be processed. It is important to note that we are currently in the 8th week of your refund request, and due to the circumstances, are experiencing these to be delayed longer than normal. Once the funds have been paid to us, we will refund you immediately and until then, will endeavour to keep you updated regularly on the process. We are unfortunately unable to give you an accurate time frame or guarantee of payment at this stage, as it is subject to the airline payment process. We at, Pentravel strive to ensure all our clients, receive an exceptional customer service experience. Our teams are working really hard to ensure that we maintain the service level expectations, and believe that we have communicated the information effectively, and attempted as best as we can to minimise your frustrations and assist in accommodating you throughout this process.
Kind Regards, Desirai Kearney
Cape Regional Manager
Pentravel's reply13 Aug 2020, 09:55
Official
Good Morning Mrs Viljoen Thank you for your feedback.
We are aware of your concerns raised with regards to your booking . As advised and discussed, we are experiencing severe delays in refunds as a result of COVID-19, and as the funds have been paid over to the relevant airline, any refunds due to clients, will only be paid once these monies reflect into our Pentravel bank account. We have rep**** to your claim that the funds have been paid over to Pentravel, along with communication from the supplier that this is incorrect. Refunds under normal circumstances can take up to anywhere to 12 weeks to be processed. It is important to note that we are currently in the 8th week of your refund request, and due to the circumstances, are experiencing these to be delayed longer than normal. Once the funds have been paid to us, we will refund you immediately and until then, will endeavour to keep you updated regularly on the process. We are unfortunately unable to give you an accurate time frame or guarantee of payment at this stage, as it is subject to the airline payment process. We at, Pentravel strive to ensure all our clients, receive an exceptional customer service experience. Our teams are working really hard to ensure that we maintain the service level expectations, and believe that we have communicated the information effectively, and attempted as best as we can to minimise your frustrations and assist in accommodating you throughout this process.
Kind Regards, Desirai Kearney
Cape Regional Manager
We are aware of your concerns raised with regards to your booking . As advised and discussed, we are experiencing severe delays in refunds as a result of COVID-19, and as the funds have been paid over to the relevant airline, any refunds due to clients, will only be paid once these monies reflect into our Pentravel bank account. We have rep**** to your claim that the funds have been paid over to Pentravel, along with communication from the supplier that this is incorrect. Refunds under normal circumstances can take up to anywhere to 12 weeks to be processed. It is important to note that we are currently in the 8th week of your refund request, and due to the circumstances, are experiencing these to be delayed longer than normal. Once the funds have been paid to us, we will refund you immediately and until then, will endeavour to keep you updated regularly on the process. We are unfortunately unable to give you an accurate time frame or guarantee of payment at this stage, as it is subject to the airline payment process. We at, Pentravel strive to ensure all our clients, receive an exceptional customer service experience. Our teams are working really hard to ensure that we maintain the service level expectations, and believe that we have communicated the information effectively, and attempted as best as we can to minimise your frustrations and assist in accommodating you throughout this process.
Kind Regards, Desirai Kearney
Cape Regional Manager
jV
jennifer V's updateReviewer Update
13 Aug 2020, 12:47Good day
I do not agree with the above statement at all
Pen Travel had the same response when it came to our refund from kutabex hotel that we have to wait up to 16 weeks due to the covid situation
But as soon as I had our legal advisors involved we got our refund immeadiatly as I had hard evidance from the hotel proveing that monies were refunded to Pen Travel then we received our refund for the hotel, which according to Pen Travel was a problem when this Covid happened as the Hotel claimed thay had used the funds in February when we had paid it
I even explained to PenTravel if we have already recieved the confirmation from the airline that there WILL NOT BE ANY FLIGHTS TO SINGAPORE HOW DID ANYONE EXPECT US TO GET TO THE HOTEL?
This is when I got our legal advisors involved and our monies were refunded
Now you are using the same situation for the airline refund
Yes i do understand that this covid situation is getting everyone down but the refund has nothing to do with covid
I have a voice recording with Singapore airlines proveing that monies have been refunded to Pen Travel on 29 July 2020 and I have an email also directly from Singapore airlines confirming the same
So please go listen to the voice recording and read the confirmation from Singapore that the monies have been paid from Singapore airlines to Pen Travel on 29 July 2020 already
Nothing about a waiting period of 12 weeks
Please can we have our refund
I do not feel that we need to wait if I have confirmation that monies have been paid over to Pen Travel already
I say this again it is no ones fault that Covid has thrown the whole world upside down but we need to adabt and get used to this as this is the new normal
Covid is not the cause of Pen Travel not refunding us as passangers that could not go on our dream holiday for our 25th wedding anniversary planned way in advance and our hard savings for this special occasion- as I say we had to adapt to the dssapointment now we need to adapt to the fact that Pen Travel has been refunded and we have to wait for our money that was paid in hard cash as requested in the time frame as requested -This is unacceptable and unfair to say the least
This is not acceptable PLEASE REFUND OUR AIRLINE TICKETS AS I HAVE ALL THE MAILS WITH ALL THE CONFIRMATIONS THAT SINGAPORE AIRLINES HAS NO BACK LOG AS FAR AS OUR REFUNDIS CONCERNED, AND THIS WAS REFUNDED ON 29 JULY ALREADY
We are not preapred to be placed in any more dissapointments due to Pen Travel denying that they have not recievd the refund
I do not agree with the above statement at all
Pen Travel had the same response when it came to our refund from kutabex hotel that we have to wait up to 16 weeks due to the covid situation
But as soon as I had our legal advisors involved we got our refund immeadiatly as I had hard evidance from the hotel proveing that monies were refunded to Pen Travel then we received our refund for the hotel, which according to Pen Travel was a problem when this Covid happened as the Hotel claimed thay had used the funds in February when we had paid it
I even explained to PenTravel if we have already recieved the confirmation from the airline that there WILL NOT BE ANY FLIGHTS TO SINGAPORE HOW DID ANYONE EXPECT US TO GET TO THE HOTEL?
This is when I got our legal advisors involved and our monies were refunded
Now you are using the same situation for the airline refund
Yes i do understand that this covid situation is getting everyone down but the refund has nothing to do with covid
I have a voice recording with Singapore airlines proveing that monies have been refunded to Pen Travel on 29 July 2020 and I have an email also directly from Singapore airlines confirming the same
So please go listen to the voice recording and read the confirmation from Singapore that the monies have been paid from Singapore airlines to Pen Travel on 29 July 2020 already
Nothing about a waiting period of 12 weeks
Please can we have our refund
I do not feel that we need to wait if I have confirmation that monies have been paid over to Pen Travel already
I say this again it is no ones fault that Covid has thrown the whole world upside down but we need to adabt and get used to this as this is the new normal
Covid is not the cause of Pen Travel not refunding us as passangers that could not go on our dream holiday for our 25th wedding anniversary planned way in advance and our hard savings for this special occasion- as I say we had to adapt to the dssapointment now we need to adapt to the fact that Pen Travel has been refunded and we have to wait for our money that was paid in hard cash as requested in the time frame as requested -This is unacceptable and unfair to say the least
This is not acceptable PLEASE REFUND OUR AIRLINE TICKETS AS I HAVE ALL THE MAILS WITH ALL THE CONFIRMATIONS THAT SINGAPORE AIRLINES HAS NO BACK LOG AS FAR AS OUR REFUNDIS CONCERNED, AND THIS WAS REFUNDED ON 29 JULY ALREADY
We are not preapred to be placed in any more dissapointments due to Pen Travel denying that they have not recievd the refund
jV
jennifer V's update13 Aug 2020, 12:47
Reviewer Update
Good day
I do not agree with the above statement at all
Pen Travel had the same response when it came to our refund from kutabex hotel that we have to wait up to 16 weeks due to the covid situation
But as soon as I had our legal advisors involved we got our refund immeadiatly as I had hard evidance from the hotel proveing that monies were refunded to Pen Travel then we received our refund for the hotel, which according to Pen Travel was a problem when this Covid happened as the Hotel claimed thay had used the funds in February when we had paid it
I even explained to PenTravel if we have already recieved the confirmation from the airline that there WILL NOT BE ANY FLIGHTS TO SINGAPORE HOW DID ANYONE EXPECT US TO GET TO THE HOTEL?
This is when I got our legal advisors involved and our monies were refunded
Now you are using the same situation for the airline refund
Yes i do understand that this covid situation is getting everyone down but the refund has nothing to do with covid
I have a voice recording with Singapore airlines proveing that monies have been refunded to Pen Travel on 29 July 2020 and I have an email also directly from Singapore airlines confirming the same
So please go listen to the voice recording and read the confirmation from Singapore that the monies have been paid from Singapore airlines to Pen Travel on 29 July 2020 already
Nothing about a waiting period of 12 weeks
Please can we have our refund
I do not feel that we need to wait if I have confirmation that monies have been paid over to Pen Travel already
I say this again it is no ones fault that Covid has thrown the whole world upside down but we need to adabt and get used to this as this is the new normal
Covid is not the cause of Pen Travel not refunding us as passangers that could not go on our dream holiday for our 25th wedding anniversary planned way in advance and our hard savings for this special occasion- as I say we had to adapt to the dssapointment now we need to adapt to the fact that Pen Travel has been refunded and we have to wait for our money that was paid in hard cash as requested in the time frame as requested -This is unacceptable and unfair to say the least
This is not acceptable PLEASE REFUND OUR AIRLINE TICKETS AS I HAVE ALL THE MAILS WITH ALL THE CONFIRMATIONS THAT SINGAPORE AIRLINES HAS NO BACK LOG AS FAR AS OUR REFUNDIS CONCERNED, AND THIS WAS REFUNDED ON 29 JULY ALREADY
We are not preapred to be placed in any more dissapointments due to Pen Travel denying that they have not recievd the refund
I do not agree with the above statement at all
Pen Travel had the same response when it came to our refund from kutabex hotel that we have to wait up to 16 weeks due to the covid situation
But as soon as I had our legal advisors involved we got our refund immeadiatly as I had hard evidance from the hotel proveing that monies were refunded to Pen Travel then we received our refund for the hotel, which according to Pen Travel was a problem when this Covid happened as the Hotel claimed thay had used the funds in February when we had paid it
I even explained to PenTravel if we have already recieved the confirmation from the airline that there WILL NOT BE ANY FLIGHTS TO SINGAPORE HOW DID ANYONE EXPECT US TO GET TO THE HOTEL?
This is when I got our legal advisors involved and our monies were refunded
Now you are using the same situation for the airline refund
Yes i do understand that this covid situation is getting everyone down but the refund has nothing to do with covid
I have a voice recording with Singapore airlines proveing that monies have been refunded to Pen Travel on 29 July 2020 and I have an email also directly from Singapore airlines confirming the same
So please go listen to the voice recording and read the confirmation from Singapore that the monies have been paid from Singapore airlines to Pen Travel on 29 July 2020 already
Nothing about a waiting period of 12 weeks
Please can we have our refund
I do not feel that we need to wait if I have confirmation that monies have been paid over to Pen Travel already
I say this again it is no ones fault that Covid has thrown the whole world upside down but we need to adabt and get used to this as this is the new normal
Covid is not the cause of Pen Travel not refunding us as passangers that could not go on our dream holiday for our 25th wedding anniversary planned way in advance and our hard savings for this special occasion- as I say we had to adapt to the dssapointment now we need to adapt to the fact that Pen Travel has been refunded and we have to wait for our money that was paid in hard cash as requested in the time frame as requested -This is unacceptable and unfair to say the least
This is not acceptable PLEASE REFUND OUR AIRLINE TICKETS AS I HAVE ALL THE MAILS WITH ALL THE CONFIRMATIONS THAT SINGAPORE AIRLINES HAS NO BACK LOG AS FAR AS OUR REFUNDIS CONCERNED, AND THIS WAS REFUNDED ON 29 JULY ALREADY
We are not preapred to be placed in any more dissapointments due to Pen Travel denying that they have not recievd the refund
Pentravel's replyOfficial
13 Aug 2020, 14:15Dear Mrs. Viljoen, Thank you for your feedback we have addressed all the above mentioned points with your legal counsel. We will endeavour to pay the refund to you as soon as it reflects in our Pentravel Bank account. Kind Regards, Desirai Kearney
Cape Regional Manager
Cape Regional Manager
Pentravel's reply13 Aug 2020, 14:15
Official
Dear Mrs. Viljoen, Thank you for your feedback we have addressed all the above mentioned points with your legal counsel. We will endeavour to pay the refund to you as soon as it reflects in our Pentravel Bank account. Kind Regards, Desirai Kearney
Cape Regional Manager
Cape Regional Manager
jV
jennifer V's updateReviewer Update
13 Aug 2020, 14:31Good day Desirai
I have provided evidance that is has been paid over to your account
How long does a transfer of funds take?
I have provided evidance that is has been paid over to your account
How long does a transfer of funds take?
jV
jennifer V's update13 Aug 2020, 14:31
Reviewer Update
Good day Desirai
I have provided evidance that is has been paid over to your account
How long does a transfer of funds take?
I have provided evidance that is has been paid over to your account
How long does a transfer of funds take?