Payment ‘Failed’ but Money Debited – One Month Waiting for Refund and 45 Emails Ignored

This organisation’s booking system is seriously flawed and extremely frustrating for customers.

The website indicated that my payment had failed, yet the money was still debited from my bank account. In order to proceed with the booking, I was forced to make another payment, leaving me out of pocket simply to secure a booking date.

Trying to obtain a refund for the failed transaction has been an absolute nightmare. I have now been waiting over one month for a refund and have sent approximately 45 emails, many of which have gone completely unanswered. The support process is highly inefficient – you are sent from pillar to post, with no clear accountability or resolution.

For a system that requires customers to make online payments, this level of malfunction and lack of customer support is completely unacceptable. When payment errors occur, there should be a simple, transparent, and responsive refund process.

At this stage, the experience reflects very poorly on the organisation’s booking platform and customer service. Customers should be aware of these issues before attempting to make bookings through this system.