Rectron (Cape Town) - The one hand does not talk to the other.... eft and refunds not so easy!

Two weeks ago I purchased some essential office equipment from Rectron for my home office. I wanted to make it as easy as possible and pay cash upfront to avoid any possible complications, and thank goodness because then I was told Rectron is not accepting cash and I should EFT.

A few hours later I call Shaun Johannes (our accounts manager who placed order) and he confirms the EFT payment is processed and the goods are ready to be picked up. So I drive 50km to pickup and they process everything for collection but when I get to the payment booth - Tania Shepherd (Business Admin Assistant) tells me nothing has reflected in their account and there's no other option but to return when it has cleared (fair enough). So I phone standard bank to ask why the funds have not yet cleared to the same bank within few hours? *** BE WARNED ** Standard Bank can only guarantee instant eft to other banks. No instant eft to the same bank possible.

Having driven that far already I decided to call Shaun Johannes (Accounts manager) again to ask what other options there were, and being a customer of theirs for years I decided to take the risk and pay for the items twice (once eft, once debit card).

However! Getting the money reversed from them has been difficult. I was told to send an email with the situation explained from our company's account manager so the funds can be returned - simple enough. Another week later I asked Shaun Johannes (our Accounts Manager) on the status of the refund but he refers me to the accounts department number. So I call the number and speak to Tania Shepherd again, she tells me she rep**** to the mail thread (I was not CC'd) and stating the funds would return to the companys account. No further questions were asked - great so that should be it, easy enough!

I waited patiently another week for everything to process, but nothing happens. When I give Tania another call she says she still requests a second confirmation to her previous main in order to continue. (What a massive admin overhead!)

Im sure this issue has happened many times over and has required the efforts and communication of everyone for such a simple refund? Surely if you still holding the money two weeks later you can reach out to your customer?