absurd service on ''refunding'' ( published on The Newpaper on 24th Dec 2010)

I have sent the below account to The Newpaper and a summarized version of it has been published on 24th Dec 2010

am extremely displeased with the customer service and the financial department of Jetstar Airways.

To explain my problem, on 13 Oct 2010, i attempted to make an online booking for a one way flight from Surabaya to Singapore for two people, which cost SGD 459.24.
At the final payment step, where I have to confirm my credit card details, the system would not progress-the webpage hanged and it showed error and some code numbers.

I called the Jetstar Airway's customer service line to enquire whether has my booking been processed but they said no,no flights has been booked under my name at all, so i attempted to booked online again, and the same thing happened.
Disappointed, i decided to make a phone booking instead. After which i double ensured with the customer service office my previous two online bookings have not been processed and she said told me again that no online bookings have been made under my name.

I was dumbfounded when at the start of Nov, i realized my credit card bill indicated 2 X bookings of SGD459.24 from Jetstar Airways.
Didn't the customer service told me the online bookings have not been processed? And when i called up Jetstar again, they told me no records of online bookings are under my name, and advise me to fax my credit card statement to Jetstar. I promptly did so and they told me there has been a mistake i would be refunded in 10-15 working days latest.

15 working days passed and i did not received anything so i called up jetstar and they told me that my refund is still been in process, haven't been approved yet.
2 questions here- why is it a refund as its clearly their mistake and secondly , didn't they told me i would get it in 10-15 working days? why hasn't it been approved??

Another week passed and i called up Jetstar again, this time they said my refund has been approved and they will send the cheque to my home address by 10-14 working days.
I was disappointed at the inefficiency but decided to just things be. And i called every 2 days to ensure that it really has been approved at I would get it latest by the 14th working day which is 17th Dec 2010, and I was advised to be patient and to wait for the cheque to be sent and everything is confirmed.

Imagine my disappointment when at 17 Dec, I did not receive anything yet again. I called up Jetstar and to my utter amazement, they told me my so called refund is still under processing, the financial department has not approve it yet. I requested to speak to the finance department or someone of higher authority and the customer service office said I cannot do that.. I asked what are the channels to complain, write to Singapore office, or website or any hotlines and he told me to write a letter to their Australia headquarters. Ridiculous is a good word to describe the whole affair...

And now they told me the finance departments has already transfered the money to my back already... 5 working days has passed , i checked my bank, i received nothing at all and when i called Jetstar again, they still insist they already transfered the money and its the bank's fault, nothing to do with them anymore...????????

When i decided to write this letter to inform the public of Jetstar Airlines inadequacies in their service and efficiency, I googled ' Jetstar Complaints' to see if there are similar cases like mine.
Not surprisingly, I founded this webpage http://www.dontflyjetstar.com/ . A web where disgruntled Jetstar customers post their grievances as the customer service is not helping their cases and all.
And i realized my case is common. many people suffered the exact same thing-Error page when paying online, checked and no bookings has been made, but money billed to credit card, and constant waiting and postponing from the finance department for the money back. I hope this letter can educate the public if they chose to fly Jetstar Airways in the future.