Stillwater Sports

Urgent Complaint Regarding Outstanding Refund for Cancelled EPIC Run Entry

I am writing to express my frustration regarding the handling of my daughter's refund for the cancelled Absa Run. My daughter purchased an entry through the official substitution process, and the required substitution fee was paid. When the event was cancelled, she received no communication advising her of the cancellation process or providing information on how to request a refund. Since then, I have emailed the organisers on numerous occasions, contacted the individual from whom we purchased the substituted entry via WhatsApp, and made every effort to resolve this matter. Unfortunately, we have received contradictory information about who is responsible for requesting the refund and to whom it would be paid. It has now been more than two months, and we still have not received the refund. We have been informed that the refund and no response has been received whether it was paid to the original ticket holder—the person from whom we purchased the entry—which is completely unacceptable given that my daughter was the registered participant through the official substitution process. I have sent polite and reasonable emails to Stillwater Sports, Absa, and yet no one has provided a clear response or taken ownership of resolving this issue. The complete lack of communication and accountability has been extremely disappointing. My daughter requested a refund because she will not be in South Africa next year and therefore cannot defer her entry. A refund is the only appropriate resolution. I request that this matter be investigated urgently and that I receive a clear explanation of what has happened, together with confirmation of when my daughter's refund will be paid.