Southern Sun
POOR AND UNFRIENDLY SERVICE

As a Tsogo Sun frequent guest, Director tier, I am entitled to 15% back in Sun Rands. I stayed at the Ridgeway Lusaka recently and my total hotel bill came to R 13 163.15. This should amount to 1974 Sun Rands. I was only awarded 1136 SR for this stay based on a ZAR value of R7572.40.This amount is the new Zambian Kwacha amount on the hotel invoice and not the ZAR amount I actually paid. I first reported the SR dispute via Tsogo Sun's website and received no response. Cynthia at the customer contact center insists the total bill only came to ZAR 7572.40. After supplying proof of the higher amount paid I received an email from Amelia Tack simply stating once again that the correct Sun rands had been awarded. I responded to her mail again on 18 March, pointing out again that the Zambian kwacha is not equal to the South African Rand. I have once again received no response. I am supposed to be awarded for my loyalty, but I have to beg for it. Imagine if I had been billed in USD! I would have been awarded even less Sun Rands. Seeing that Tsogo Sun insists that I only paid R7572.40 for my hotel stay, I have been overcharged and I want a refund of R 5590.75.

Company: Southern Sun
Country: South Africa
City: Customer contact centre

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