BAD SERVICE

I am registered SANRAL customer who normally makes payment of my E-toll account via an internet transfer. I on the 27 March 2018 made an incorrect payment into my SANRAL account, I then called SANRAL thinking a refund should be an easy and quick process. However, NO! I was told I have to close my account and then request refund which the process would take up to 60 days. I urgently needed the money back so I did what I was directed to do only to be disappointed at the end of 60 days being informed that they needed my approval to deduct a VPC penalty of R98.00 from my positive balance and that a new claim will be lodged for which might take up to another 60 days. I am disappointed to say the least in the service because no one calls from that office unless a customer does, since then I had to inform up to 3 call centre consultants to deduct the VPC amount from my positive balance – it looks like no one is recording/ doing anything or even seeing anything wrong. I spoke to the manager Prishani Bunsi on the 6th June 2018 who asked me to write her an email and then responded that I will be receiving a response from her Monday 11 June 2018, I have since tried calling and emailing her to no response only informed on Wednesday 13 June 2018 that she is on leave and that her assistant Thami will be calling me back on the same day, today is the 15th June 2018 and I am still waiting. The service at SANRAL is badly beyond a management and process control, something needs to be done ASAP.