Saturday, 27 February 2021

The Voice - Consumer's Voice

Where's my refund?

I need assistance as I am at my wits end. In December 2020 I applied for admission to university. I received communication that I had been accepted. On the 31st December I made a payment to the university not only for the registration fee of US$ 50 but also a semesters fee of US$ 1,079.

Consequently by the 10th of January unforeseen personal issues cropped up. I knew I wouldn't be able to study online. I immediately notified the university via WhatsApp. They acknowledged it. Subsequently I have been inundated with calls and emails to register, to join zoom classes etc.

Upon enquiry I was told that I should ignore them. I was asked to write an email informing them about my decision. Which I did. I followed every protocol the university website stated.

My battle is to get my refund. Last week Thursday I spoke with the financial department. A man there was extremely rude to me. I reported his actions in an email to the Distance Learning's Head.

I was informed that the university only ever makes payment once a week on a Thursday and that by 18th February I should received notification but I have received no proof of payment. This being 6 weeks now from start of refund process. I am at my wits end as I am being pushed from pillar to post. I am being fed platitudes upon platitudes. All I ask is for my refund. 

The good news is that this university has a policy on refunds. They also have a web site that describes the process and you've followed those instructions properly. That's all the good news.

The bad news is that they're useless. And at least one of their staff is rude. And escalating the issue to a senior manager seems to have no effect. That's not the level of professionalism that you have a right to expect from a company that took a large amount of your money.

Back to the good news. I'll contact the head people at the university and make it clear that they should show that they can adhere to their own procedures and treat their customer with the respect they deserve. As a high-level institute of education they should be able to learn a lesson, don't you think?

How much is my refund?

I am in need of your assistance. I bought a service from a company for installation of a solar system for an amount of P27,500. This was on December 15. The system has never worked not even once since installation. These guys have been trying to get it running up to today they are failing dismally. So today I asked for my money back since the system is not working. They guy is saying he can only refund P26,000 instead of P27,500. He says he is covering his costs of going to the site many times. But who's fault is it? It's supposed to be his because he offered me a service that never worked so I want my money back.

Kindly advice on what to do to get my full refund back.

I think you should tell him exactly what you've told me. You paid for a working solar system and that is exactly what you're entitled to get. Or, if there's a problem, you're entitled to a refund. An entire refund. Not a partial refund. I don't care if he had to travel to the site many times". That really is his problem, not yours.

Section 7 (6) and (7) of the Consumer Protection Act says that when "goods or services are not availed as advertised, the consumer shall have the right to cancel the contract (and) the supplier shall refund the consumer the amount paid". I suspect that this guy sold you a solar power system that he suggested would work properly? He failed.

Maybe you should also tell him that Section 15 (1) of the Act says that a consumer "has the right to receive goods which are of good quality, in good working order and free of defects".

This guy owes you P27,500. And an apology for saying silly things.

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