Hi,

Thank you for your review, and I’m really sorry to hear how frustrating this situation has been for you – I completely understand your concerns, and frustration on this situation. Please accept our apologies; this is certainly not the experience we aim to provide. We have contacted you with the details and how to resolve this.

We are looking forward to your reply. We appreciate you bringing this to our attention, and we’ll do everything we can to put this right for you.