Kensington resident demands refund from Sanral
She may have a list of cancelled or closed queries but Ms Andrea Heyes, a Kensington resident, will not back down until she obtains a refund.
Having been at loggerheads with the South African National Roads Agency (Sanral) for months now, Ms Heyes said she finds it difficult to believe the organisation refuses to refund her R8.
In a previous article published in the EXPRESS Ms Heyes said she was charged for “passing” the Bakwena Toll Plaza although she, her e-tag and vehicle never passed this area.
She asked if her e-tag was removed from her vehicle that was parked at home and placed in her handbag for argument sake, why would it not be picked up by any of the other gantries on the way to Bakwena.
Despite speaking to several call centre agents and logging complaints Ms Heyes said her problem was never addressed to her liking.
In further correspondence to the EXPRESS from Ms Heyes she said, “I received phone calls from call centre agents. They were still insisting that it was my e-tag that miraculously went past the gantry without my car nor me present. I told them in no uncertain terms that if I find that this query has been closed before I am happy that it has been resolved to my expectation there will be a major uprising. There has been absolutely no concern for the customer here.
“I refuse to have money taken from me like this.”
Weeks later she received and forwarded the EXPRESS a notification stating that her queries were either cancelled or closed.
The EXPRESS forwarded an enquiry to Sanral on May 12 requesting comment by May 14.
On May 19 Ms Nicole Wood said a response was received and asked if the EXPRESS would still like the response.
On May 21 she said the relevant department indicated it was ready to comment and then indicated they wanted to close the query first. The EXPRESS forwarded another request for comment on June 10. To date, no comment has been received.
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