POOR COUSTORMER SERVICE !!!!

I had an incident around the 27/04/2024 by the Cinema center in South Gate were i had my Boyfriend collapsed and we were unable to watch our movie as the incident occurred on around 19:55pm - 20:00pm whiles we were waiting to enter the cinema room around 20:00pm.

We were unable to watch the movie as we had to leave immediately due to my Boyfriend not being well enough to watch the movie.

I called in days after and i was being assisted by an agent by the name of Nompumelelo who got back to me to say the refund has been approved and i can fill a declaration form with my banking details to process the funds in which i will receive in 7 working days.

Frurther more/moving forward to the 09/05/2024 i called in and spoke to Thokozani whom has been very helpful to have the query at hand resolved and has been given me updates regarding the matter. Today she called me and advised that Nompumelelo who i have been communicating with has not left any update nor has she CC'd anyone and also they unable to see the approval email from the center to have the funds approved for a refund in which i will only receive an update on Wednesday 15/05/2024, now that its 2 weeks i have been going back and forth with this.

The response i receive is unfortunately the South Gate center is closed hence they will only be able to get back to be on Wednesday.

I need urgent response to this on a way forward as such inconveniences are literally beyond my control whatsoever.

My contact number is ***0