I tried to buy electricity using cellphone banking. The first transaction timed-out after which I was warned to first check my account before trying again to ensure the funds hadn't come off already. Booted the computer and logged into my online banking, nothing had come off so I tried again. This time it worked and I was sent the electricity codes immediately. Great I thought, until a few minutes later another SMS came through for the same amount for the same reason.
I later confirm this is the case by looking at online banking. I phone in, explain the story and ask to have one of the amounts refunded. They can't do it I'm told, there are no refunds on electricity. I ask to speak to a supervisor, can't be helped. Was given a reference number and told to phone back in 2-3 working days.
This is unacceptable. You are not selling underwear where a no refunds policy makes sense, this is an intangible thing. An intangible thing that hasn't been delivered (as in my case) poses zero risk.
This isn't a refund, it's a correction of an error that occured due to the systems you chose to use to deliver to a customer - fix it.