I travelled to London on the eve of the 26th of August 2012. On arrival at the Heathrow Airport I made an attempt to make a withdrawal of GBP 50 (equivalent to ZAR 716.80) from one of the Travelex ATM's but the machine did not dispense cash. The machine gave me a receipt which reflected that the money had been withdrawn. I immediately reported the matter at the Travelex Help Desk which was located within 20metres from the ATM. I then completed a dispute form requesting a chargeback. I was told that it could take 5 working days for the money to be credited back to my account which did not happen.
On arrival back in the country I contacted my personal banker to assist me retrieve my money. I explaned what had hapened and submitted all the required documentation (atm slip and name of Travelex consultant). My personal banker reffered the matter to the Branch Administrator Jane Maine who promised to assist. To date, 9 months down the line, despite several reminders via e-mail I havent received any response from both Danie and Jane, neither have I received my refund. I'm a Platinum Account holder and thought the service would be better. Dissapointed!
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