Thank you for your feedback.
I apologise for any inconvenience caused and would like to provide some further context on this that perhaps was not elaborated on during the call.
This, of course, is not the first instance of a card expiring since the initial purchase and the refund being issued to a different card, but we have various regulatory process that we need to follow in this scenario, specifically relating to our Anti-Money Laundering policy.
This dictates that we must attempt refund back to the original card details we have on file and once the notification is received from the bank that the card has expired, at that point we would contact the customer to source alternative bank details. We cannot accept new bank details for refunds until this process has completed. The advisor you spoke to did not have any reason to doubt that what you're saying is correct and i apologise if this is how it came across, simply that this is the process we must follow by governing law.
Incidentally, i have seen evidence to confirm that on 30th May, the refund was in fact successful to the card details you mentioned had expired so it may be that you need to contact your bank to discuss further.
Also, i could not see any evidence of contradiction on the two times you contacted us. From the information i have available to me, it would seem there were different subjects discussed each time, with no overlap and could not see that any information given on 30th could contradict what was discussed on 28th but if i am mistaken, then please let me know.
I appreciate that this may be vague but is the extent of detail i can go into on the public domain as data protection regulation prevents me from disclosing any personal or policy information so if you require a more detailed response, please let me know and i will contact you directly.
Finally, the initial review invite was designed to capture your comments on the actual purchase of the policy and not the cancellation process so can you confirm that the rating provided reflects the overall service received at the point of purchase? If so, please let us know of any other issues or if you were happy with the service, please re-rate the review based on this.
Regards
Leisure Guard team
