Kulula.com
Charged credit card but no ticket

I tried to purchase a ticket on 26 March 2013. I confirmed the purchase, got an SMS from the bank to say the transaction had been approved and the website told me there had been an error and no ticket was issued. I called the call centre immediately, who referred me for an authorisation number to my bank, who referred me back to the call centre. I was told that since no ticket had been issued, the transaction would automatically reverse in 48 or 72 hours. Obviously that didn't happen.

The 2nd set of interactions with the call centre (Unathi): my transaction could not be located on the system and I had to forward a bank statement. I was told the money would be back in my account in 48 to 72 hours. The 3rd set of interactions (Unathi and Eugene): "please note that refunds take 6-8 weeks" (please note: this is NOT a refund). The 4th set of interactions (Tanya): we already paid you the money on 11 April (although neither I nor the bank can find evidence of that transaction). The 5th set of interactions (this morning): please call back at 11am when the agent (Tanya) is in and at 11am I am told call back at 4pm.

Quit stalling and give me my money back!

Company: Kulula.com
Country: South Africa
City: Call centre

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