Sta Travel changes policies after a refund was agreed. Still withholding my money.

I booked a trip with STA travel in December 2019, due to travel in April 2020. I had paid everything in full - flights, date, accommodation tours etc.

Because of the Pandemic I asked for a refund as its not safe to travel and i'm not sure when it will be safe to travel again. I requested a refund in March from Taryn Chessman & Gaba Moholo. I accepted the R2000 penalty. This serves as a clear indication that I was not interested in travel credits. Once again my request for a refund was accepted and I was told that the estimated waiting time is 60 days.

Their policy was updated on the 12 June 2020, this updated policy was NEVER communicated to me, I did not accept or consent to any new terms. So by law their "updated" policy cannot apply to me.

Unfortunately, I cannot accept that after a written arrangement was made between both parties, you are now going back on your word using force majeure to offer me a Credit note.

The refund was requested and agreed to in writing in April. I accepted the R2000 penalty and I'm now waiting for my refund. Not a credit note.

I have all email communication between multiple representatives from the Sta Travel Morningside branch that serves as proof of my complaint.

STA Travel have been with holding my money without providing me with anything. This goes against the consumer protection act of South Africa. STA Travel is not a financial institute, they can not dictate what to do with my money. I paid for something which they are / will not be able to perform any time soon so they can not with hold my money.

They offered me a credit note / voucher. I did not pay with a credit note / voucher. I paid in cash, and would like to receive my refund in the same manner that I have paid it.

My next step will be to go to the media if i do not get a refund.