The neighbours are not happy: What to do when your festival refund goes MIA

There's no shortage of really cool things happening in Johannesburg; from fine dining experiences to high-octane festivals, the city has it all. But what happens when something you've booked doesn't quite pan out, and you're left with a big hole in your bank account?

This was the case for throngs of Joburgers who excitedly booked tickets to attend the Hey Neighbour Festival 2025. The event, originally scheduled for August and later postponed to December, was ultimately cancelled in September 2025. At the time, the organisers offered refunds to ticket holders who weren't willing to wait for a 2026 edition (which isnt happening by the way).

Fast forward to April 2026, and the city's soul is feeling a bit bruised. While it's unclear exactly how many people have been paid back, social media chatter suggests that many are still waiting for their money to hit their accounts.

The ombud steps in

Enter the Consumer Goods and Services Ombudsman (CGSO), which this week issued a stinging statement confirming it has received 44 complaints against the organisers, Glen 21 Entertainment Company, regarding unprocessed refunds.

The situation has reached a stalemate. The CGSO reported that its attempts to engage with the organisers have been "futile," leading the office to issue 29 termination notices for non-compliance with the industry's Code of Conduct.

So what can you do?

For those currently scrolling through their banking apps in frustration, here is the legal lowdown according to the CGSO:

• The 30-day rule: Under the Electronic Communications and Transactions Act (ECTA), if a supplier can't deliver a service, they must notify you immediately and refund your payment within 30 days.
• The next step: Because the organisers have been unresponsive to the Ombud, the CGSO is now advising frustrated fans to escalate their complaints to the National Consumer Commission (NCC).
• A free service: Remember that the CGSO is an independent body, and its services to consumers are free.

A bitter pill to swallow

While we all want to live our best lives, the reality of digital commerce requires a bit of hard-nosed research (anyone remember the Ye debacle last year?)

Fair enough, no one could've predicted this one, especially since Glen 21 Entertainment had a stellar track record of successfully delivering on its events. That said, the CGSO urges us to protect ourselves by researching vendors and reading reviews before hitting the "pay" button.

For now, if you're one of the many still waiting for your Hey Neighbour refund, it might be time to join those 44 brave souls standing on business and move your complaint up the ladder. Johannesburg is a city built on the hustle and heart of its people, and those people deserve to have their bookings and their bank accounts respected.

Good luck, Joburg, may the odds be ever in your favour.

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