Formal Complaint and Urgent Refund Request – R249 Processing Fee

Ticket WA***

I write further to my previous correspondence regarding the cancellation of my package and to formally demand urgent feedback on the refund of my R249 processing fee, which was debited from my Nedbank account.

After waiting 18 days for my services to be connected — and repeatedly being assured that my order was being escalated — I was ultimately informed that the entire package had been cancelled. This was discovered by me after following up myself, without any prior notification from your team.

I app**** for this service specifically because I work from home. During these 18 days, I have suffered financial loss while waiting for updates and activation. To then be told, after nearly three weeks and after already being debited the processing fee, that the order was cancelled was beyond frustrating. It was unacceptable.

I was advised that refunds take 3–5 business days, and this was confirmed by the consultant who assisted me via your online chat. Given the inconvenience, lack of communication, and financial impact this has caused, I now require this refund to be expedited as a matter of urgency.

The service experience has been extremely disappointing:

No proactive communication. Delayed chat responses (sometimes up to an hour per reply). Assurances of escalation with no actual resolution. Cancellation without notification.

As a new customer, this has been the worst service experience I have encountered.

At this stage, my priority is clear: I require my R249 refund to be processed immediately and expedited, with written confirmation and proof of payment once completed.

Please treat this matter with the seriousness and urgency it deserves.

I expect a prompt response.

Kind regards,