Useless Travelex

I bought foreign currency for my son last year when he was travelling to Italy from a Foreign exchange branch in Ballito. My son went on his trip, while in Italy he lost his card that the money was loaded onto. Upon his return he called and got the card cancelled while it still had money on it. We've the most appalling experience trying to get the money back. We've visited the Ballito Branch countless times from Richard's Bay and we can't be assisted. We've been made to call a call centre where we get no help, last Saturday we told we would get an sms/email saying the matter has been resolved and money would be transferred into my son's account which hasn't happened. My son is Manqoba Nxele - ***. Father Karabo Nxele - ***