Credit Card refund promised 6 days actual delay over 20days! Instead of refunding 11k they mistakenly debited 11k, then 20k, then 42k and left my card in -R84k debt!

<p><span style="text-decoration: underline;">Emails sent to both ***** and card division:</span></p> <p>Emails sent after i made 5 calls and received 5 calls with no resolution</p> <p> </p> <p><span style="text-decoration: underline;">1. Card division to ***** division</span> </p> <p><span style="text-decoration: underline;">6 June: 15H36</span></p> <p> </p> <p>Greetings Kim</p> <p> </p> <p>We have contacted the above mentioned client to collect on the overlimit amount on the Credit Card.</p> <p>The client has brought to our attention that there was ***** reported on the account and investigation was concluded, however the refund was done into the incorrect account and the client has been following up the matter and no final resolution has been reached until now.</p> <p> </p> <p>Can you please double check the account and ensure that the balance transfers get done into the correct account as this account is currently sitting with a total outstanding balance of R83 899.29 to a limit of R20 000.</p> <p> </p> <p>Regards</p> <p> Semi Lubisi </p> <p> </p> <p><span style="text-decoration: underline;">2. Client Response to *****</span></p> <p><span style="text-decoration: underline;">6 June: 19h21</span></p> <p>Good evening Kim,</p> <p>Please can you help me investigate what has been happening with this credit card ***** case urgently as I need to use my credit card and I cannot get any resolution after 18 days?</p> <p>19 May: I reported the *****. The person on the line said it would take 6 working days for the investigation to be finalised.<br />28 May: I call ***** division (15 minute waiting line) and the lady explains that Kulula refunded the wrong card. It will all be corrected within the following 2 days.<br />1 June: I receive my credit statement that shows the 4 ***** amounts for flights and books. Total +-R11000 ***** activity taken. I receive a R173 credit only. The R11000 is then deducted rather than being refunded! This happens again the following day when a further R22000 is deducted. Resulting in a balance of R44000 owing.<br />5 June: I call card division and the lady insists she cannot help me and that I need to speak to ***** dept. She hangs up.<br />5 June: I call card division and speak to Laveshni Padiyachee. I ask to speak to line manager however she says she will try have it resolved. She calls back an hour later and says it will all be corrected by the 6th June. (the following day)<br />6 June: I receive a call from Themba (card division) and he is asking about my current R84000 debt on my card. After explaining to him, he agrees to pass me onto the manager. I eventually manage to speak to Semi and after re-explaining the events has now emailed you as per above email.</p> <p>Please can you call me regarding the way going forward and I hope to have the card available and ready for use by close of business 7 June?<br />Please can the manner in which this case has been handled be taken up to a higher level and I would like to know what action is taken so that this poor level of service from various standard bank employees is not repeated again.</p> <p>Thank you</p> <p> </p> <p><span style="text-decoration: underline;">3. Client Response to *****</span></p> <p><span style="text-decoration: underline;">7 June: 16H44</span></p> <p>Good day Kim,</p> <p>I have had a call from Robert today (***** dept) and he explained the problems that were encountered.</p> <p>Please can I have an explanation in writing of what exactly transpired as well as the steps that have been taken to prevent this happening again?</p> <p>When will my credit card be active again?</p> <p>Thank you</p> <p> </p> <p><span style="text-decoration: underline;">4. Client Response to *****</span></p> <p><span style="text-decoration: underline;">7 June: 19H35</span></p> <p>Good evening Kim,</p> <p>This matter is still not resolved even though I have had a call from Robert today to say it was all cleared. I just checked online and I have no credit card available.<br /> Please can you email me the general manager's contact details for the ***** department and card division.</p> <p>I am extremely disappointed. I wonder how FNB or ABSA would resolve a situation like this?</p> <p> </p> <p><span style="text-decoration: underline;">5. ***** Response to Client</span></p> <p><span style="text-decoration: underline;">8 June: 08H19</span></p> <p>Good day Mr Hofland</p> <p>Please accept my apologies for the inconvenience caused.</p> <p> I have escalated the matter to the team leader and will ensure that we resolve this today.</p> <p> I will liaise with Semi regarding making your credit card available to you.</p> <p> Kind regards</p> <p>Kim</p> <p> </p> <p><span style="text-decoration: underline;">6. Client Response to *****</span></p> <p><span style="text-decoration: underline;">8 June: 21H44</span></p> <p>Good evening Kim,</p> <p>Unfortunately it does not seem to be resolved by today.<br />Inline image 1</p> <p>Please can you send me the direct contact email and cell phone for the very top level managers of both the ***** and card division first thing in the morning. <br />I am not impressed with the incompetency of the employee who initially dealt with this case and made the same mistake 3 times over, and then secondly the extremely slow manner in which it has been attempted to be resolved. My tank of fuel is low and I need to fill up my car. I had paid money into my credit card for exactly this and now in the next day, I am going to be out of budget to fill up fuel.</p> <p>I need answers and finalization and use of a card by 12pm tomorrow, the 9th June.</p> <p>Regards,</p> <p>Warren</p>