Formal Complaint – Serious Safety Concern and Lack of Response

Good day Wannatu Management,

I would like to formally lodge a complaint regarding a very concerning incident involving my daughter on Saturday in Silver Lakes, Pretoria.

Immediately after my daughter entered the Wannatu vehicle, the driver marked the trip as completed, before the journey had even started.

Fortunately, I noticed this immediately and contacted my daughter, instructing her to get out of the vehicle at the security gate, as I was no longer able to track her journey through the app. I made this decision purely out of concern for her safety.

I immediately contacted the Wannatu Control Room to report the incident. When a representative called me back, he informed me that nobody was in the vehicle. I had to explain the situation again and clarify that I had personally instructed my daughter to exit the vehicle for her own safety.

Since Saturday, I have made several attempts to obtain feedback from Wannatu management, without any success.

To make matters worse, I was charged for a trip that was never completed, and I have still not received a refund.

I find this situation extremely concerning and unacceptable, particularly as Wannatu is a transport service that parents trust with the safety of their children.

I would appreciate an urgent response from management addressing the following:

Why did the driver complete the trip before it had even started?

What action has been taken regarding this serious safety concern?

Why have my repeated requests for feedback been ignored?

When can I expect a full refund for the trip?

As a parent, I expect the safety of my child to be treated as an absolute priority. The lack of communication and accountability following this incident is extremely disappointing.

I trust that Wannatu management will treat this complaint with the seriousness it deserves and provide urgent feedback.

Kind regards, Corolene Coetsee