Unable to get my refund after 2months or feedback from customer care agent Kyle Gent

I’m struggling to get my refund for a motorbike which I returned to the Webuycars Brackenfell branch on the 16th of Nov 2024. I’m unable to get any feedback from Kyle Gent the customer care agent handling my concern 81852 since his initial acknowledgement email on the 19th of Dec 2024. I have contacted him telephonically and/or emailed him 5 times since but to no avail. I was hesitant to complain as I initially had excellent service from Chezne during the cash purchase of the motorbike, but this long delay in refunding me leaves me no choice but to escalate the matter.

The reason for my returning the motorbike was that upon its service which was required by the Webuycars warranties and policies, the mechanic informed me that motor bike had been in a serious accident and was rebuilt poorly, and I should return the bike. I immediately informed Webuycars on the 7th and 8th Nov and provided photos and a written report from the mechanic. All on road warranties were paid for me in the case of any issues such as this arising to ensure a refund.

All evidence of this was sent to Kyle (and initially to Webuycars Brackenfell) and, when I’m able to get through to him on the phone, he merely states that the branch has processed the refund, and he will contact the branch manager for the POP. No further feedback occurs, and all promised call backs and emails never materialize. As informed by their call center hold message that all calls are recorded, so it can be verified that I asked for confirmation from Kyle that there is nothing that I need to do still or should have done. He confirmed that I had provided everything required and the refund should be processed.

I am truly disappointed that I need to go this route to complain on Hellopeter to get my refund from Webuycars. I’m hoping Webuycars will do the right thing so this matter can be concluded, and have my refund processed.