Unifi you can do better!!!!!

If this is what Unifi considers customer service, then customers should seriously think twice before trusting them with their money. I am absolutely disgusted with the way my refund has been handled. I paid my loan early and understood that Unifi has a 3-day debit tracking period, meaning a debit could still go through. Fine. What I did NOT expect was for Unifi to take my money, then make me chase them for weeks to get it back. On 28 August, I contacted Unifi after money was debited from my account. I spoke to Keagan, who immediately wanted to transfer me to another department without even checking my account. I had to insist that he actually look at my details first. He eventually told me I would receive my refund the very next day. Because I was not confident in the information I was being given, I asked to speak to a manager. I then spoke to Chantal, who assured me that my refund would be paid by Monday, 31 August, and that she would contact me if I did not receive it. 31 August came and went. No refund. No call. No follow-up. So I waited. And waited. By 11 September, I STILL had not received my money, and once again, I had to contact Unifi myself. And here's where it gets almost unbelievable: I was connected to Keagan again. The call then dropped. No call back. I had to call Unifi AGAIN. I eventually spoke to Chantal, who admitted that neither she nor Keagan had escalated my ID number to the accounts department, which was apparently necessary to process my refund. So let me get this straight: I contacted Unifi, was given a refund promise, was promised a follow-up call, received neither, and then discovered that the necessary escalation hadn't even been done. Yet somehow I am the one who has had to keep chasing my own money. I was told that I should apparently receive my refund on 11 September. But after being given multiple promises that were not honoured, I have very little confidence left. Then I asked about compensation for the inconvenience, wasted time and complete failure in service. Chantal's response? “Compensated for what?” That statement alone says everything. What exactly would justify compensation if not this? • Money taken from my account • Refund not processed when promised • Multiple failed commitments • No follow-up call • Incorrect escalation • Calls dropping with no callback • Having to repeatedly contact Unifi myself • Weeks of waiting for money that should have been returned • And, on top of all of this, being questioned about why I should be compensated I was also told that Unifi does not advise customers to pay early. Interesting. Unifi was perfectly happy to accept my early payment, but apparently the consequences of that payment become my problem when I need my money returned. This isn't about expecting special treatment. This is about basic accountability and customer service. A manager should be taking ownership of a complaint, ensuring it is properly escalated and following through on commitments made to a customer. Instead, I was left chasing the same issue repeatedly. Keagan's handling of my initial complaint was unacceptable, and Chantal's handling of the escalation was equally concerning. The fact that a manager could respond “compensated for what?” after everything that had happened is particularly disappointing. I don't want another apology. I don't want another promise. I don't want to be told to “wait”. I want my money returned, an explanation for why this was allowed to happen, and accountability for how my complaint was handled. Unifi, your customers should not have to fight this hard to get their own money back. Absolutely shocking experience