Refund Request

Hi

I hired a vehicle from your Sandton Branch in March, the vehicle was returned on the 31st. I was advised that my deposit would be refunded in 10 working days.

On April 16th I still had not received the refund, I then called in to enquire. I spoke to Phuti who was very helpful, he released the refund and advised me that it should reflect the next day.

I called in again on the 17th, as I still had not received the funds and Phuti advised that I share my card details and he would send an instruction to the bank. On the 19th I called and spoke to Asif, who was less than willing to assist by escalating the matter because sending an email to the bank was the only thing that could be done and according to him I would have to wait another 10 working days. I asked him to escalate to one of his seniors and he indicated that he is the manager, which was rather concerning and confusing because a manager would understand that SLA was already violated and would take a concerted effort to resolve the matter rather than dismiss the fact I had already waited the required 10 days and I am being inconvenienced. And he kept on insisting that he was “trying to help”, because he indicated that Phuti was supposed to send an email to the Bank to have the funds released and copy me on the email. So he would do that for me, and still he didn’t send the email or acknowledge receipt of my email.

I asked him what was the escalation matrix for customers who had already served the 10 working days, he said there was none. All he could was to send an email and I would have to wait another 10 working days. The gentleman was unpleasant, unprofessional and not customer centric.

I’m still yet to receive my deposit.