2 months to refund R1600

This issue was resolved, but the experience was horrible.

On the 2nd of April Tickets for Avengers Endgame finally went on sale. A film that had been the culmination of 10 years of films and one that fans had been hyped for for a number of years. Unfortunately because of the number of people trying to get tickets, the site was experiencing problems. Later in the evening I managed to get on to the site, select 10 tickets for friends and family and proceed to pay. Total cost was R1600. An error occurred and I didn't get the tickets, while the seats were also no longer available for me to purchase. Because we really wanted to see the film I ended up buying 10 tickets from Nu Metro for R1400 in total and got them without any problem.

The next day I sent an email explaining the situation and requesting a refund of my R1600. I received a response two days later asking for my phone number so that I could be contacted. I immediately responded but never got a call back.

I called the customer support line and was told that I would be refunded the very next day. This didn't occur and I had to call back again. When I called I was told they needed to confirm the card number used for the purchase so I provided this and I was again told the refund would take place. Again this didn't happen.

On the 20th of MAY (the issue arose on the 2nd of APRIL) I called again and was this time told I had to still provide the card expiration date and send a screenshot of a bank notification regarding the payment. Why it took nearly two months and calls from my end only for them to tell me this is beyond me. I requested escalation to a supervisor at that point and finally the issue could be resolved.

The "compensation" for this disgusting experience was 2 movie vouchers for what I assume is two comp tickets though I haven't checked this to confirm. Ster Kinekor needed to hold on to my R1600, let me go through the trouble of paying a total of R3000 and wait 2 months and that is considered adequate compensation. Really? I had 9 other people disappointed that we couldn't go to imax because of this - something we've been waiting for for a number of years - and ster kinekor thinks its okay to give me two tickets to get me to go to the cinema so that I can spend more money on popcorn and all of that.

I don't even feel like using these complimentary tickets at this point. Terrible, terrible, terrible experience.