Mike Paulden

I had an issue with a product I purchased around six months ago. I emailed fairly late in the evening and was responded to by John within 20 mins. John offered advice on how to potentially resolve my problem, but once I explained to him that I had tried this previously, he immediately provided me with return details and told me that a replacement would be sent asap. Very good service, colour me impressed.

I have a subscription with yourselves and it doesn't even feel like an expense as it goes towards charities and makes a difference, the fact I can win a home and be set for life is just an added bonus 😁 hopefully one day that happens and my little boy and I can finally have our forever home.

Great company who offer out of this world prizes all whilst helping charities. Best money I spend every month without question. Just hope I eventually win one of the houses 🤣.
Mike Paulden

So only 3 and a half months past the 14 days they legally are obligated to refund my money under the package holiday terms. Don't know why it takes legal action for people to slowly get their refunds trickling through. All I get is the same robotic answers for Jessica, Jimmy and whatever other fake names your call agents give themselves. Nobody picks up the customer care line, but picks up in under 15 seconds when they think it's a sale. Then you're put on hold for a lifetime... Then you're hung up on. Outrageous is an understatement. I'd like an actual reply as opposed to a generic response that has been copy and pasted, oh, also, my money would be great too. Thanks a bunch. Criminals.

**COPY OF EMAIL JUST SENT (UNABLE TO ATTACH MENTIONED AUDIO CLIP IN REVIEW) I HAVE PREVIOUSLY EMAILED AND HAD NO RESPONSE AND MY WIFE NEVER RECEIVED A CALL BACK WITHIN THE SPECIFIED 48 HOUR PERIOD (2 WEEKS AGO) REGULARLY INTERRUPTED BY SERVICE AGENT, CONTRADICTORY INFORMATION EVERY OTHER SENTENCE. WOEFUL SERVICE.


Good afternoon,

I've just had the most difficult, rude and incompetent member of your staff on the phone dealing with my refund request (ref 777216) he placed us on hold without telling us for minutes, then at the end of the call as you will hear in the audio recording file attached, he hangs up on my wife and I midsentence.

I have read to him aloud a legal disclaimer which I shall now send for the second time to yourselves for the purpose of clarification:

I write in relation to my trip booking (booking ref) where I was unable to travel due to unavoidable and extraordinary circumstances. Pursuant to s12 (7) and (8) of the package travel and link travel arrangement regulations 2018. I seek a full refund of all payments made, for the package to your company. For the avoidance of doubt I do not accept a travel voucher.

The man who's name I did not catch, repeatedly contradicted the information he was telling us in regards to time frames and despite me repeatedly telling him I do not want to change dates or accept a credit note, kept offering them.

Please sort this out ASAP and acknowledge my communications as we have waited a fortnight for a return call and I've had no email response from an email sent 3 days ago. If not, I will be left with no choice other than inform all relevant bodies and associations of your wrongdoings.

Regards,
Michael Paulden

Sent from Yahoo Mail on Android