My parents purchased flights and made a direct deposit at a commonwealth bank branch for the flights as they did not have internet banking setup.
I called on their behalf to jetstar since they didn't receive their itinerary and was told by customer rep #1 that branch deposits were not acceptable and therefore my parents were required to go back to the branch and get a refund.
The line cut out before I could ask anything further so I called back, repeated the story and was told by customer rep #2 that a refund was not required, but a payment inquiry needed to be submitted online with evidence of the deposit for jetstar to locate the payment and apply to the booking. Since the booking was due to expire the next day, they advised that they would extend this and that my parents would receive a response to my payment inquiry within 24 hours (yeah right).
Two days later, I called back, due to no response, and again was advised to repeat the same details to customer rep #3 (deposit receipt number, date of deposit, etc). This time, I referenced the case ID of the online payment inquiry.
Again, I was told that the case would be prioritised and receive a response within 24 hours.
This time I allowed 3 days before calling again, since I doubted they would have resolved anything in 24 hours. This time, I told them that I wanted to speak to a supervisor since all three previous calls got nothing resolved. Instead of allowing me to speak to the supervisor, customer rep #4 insisted that they were able to assist with my issue. So I had to repeat my issue AGAIN and AGAIN no resolution, just advised that it will be escalated again to the finance department. This time I am told it will take 3 to 5 business days to get a response.
Who knew it would be so difficult to locate a payment in a bank account when the deposit amount, date, receipt number and reference ID have been provided? Next stop for me is Commonwealth bank. Hopefully their customer service is better than Jetstar so I can get my parent's money back.
Customer reps that provide false promises? No thanks. I learnt a long time ago never to fly jetstar again, but this time I've told my parents never to fly Jetstar again.