Jack Vaughan

Congratulations on your test success! Thank you for the great review, and best of luck with your driving in the future.

Dear Jack

Thank you for your comments.

We have already contacted you privately about this issue, however would like to re-iterate it is not a refund as we did not process your order and therefore have not taken any money.

Due to Data Protection we cannot directly speak to your bank about the delay with this specific transaction, but have given you a transaction code which should help them identity the transaction status and release this money back to you, as this process is not down to us.

In addition, we have previously spoken to Sage Pay (Opayo) about this issue, who state:

“The typical time frames for money returning to your customers bank is their own bank timeframes. If your customer is waiting longer than usual you can provide them with the Bank auth code of the transaction This will allow the bank to take the shadow off the transaction and release it earlier back in to the customers available bank balance. If need be using the same bank auth code the customer can ask their bank to complete an ARN check this is typically a trace to identify where within the bank system their money is.”

With this in mind, we advise speaking to your bank again, provide them with this code and ask them why this process is taking longer than expected.

Once again, we sincerely apologise about the delay but as you can see from the above, this is beyond our control.

Kind regards.

Patient Support Team.

*UPDATE FROM MEDICAL SPECIALISTS ON 09/08/23*:

Patient has provided evidence from their own bank which clearly shows that the bank have said they can take up to 30 days to re-credit the amount back to the patient.

Therefore, unfortunately we cannot speed this process up for the patient and it is entirely down to their own bank why they are taking so long. We never took for the money and simply aborted a pending transaction several weeks ago. The length of time for the re-credit to complete is rare and we fully understand is frustrating, but this is nothing to do with us and we have not lied about any information we have provided, despite the insinuation of the review left for us.

Patient Support Team.

Hi Jack,

We are sorry to hear you are disappointed with your account status. If you would like to discuss this further please email support@thepools.com.

Best Wishes,

The Pools

Hi Jack,

I'm very sorry to hear this and for any delay in response you may have experienced.

I have reviewed your account and I can see our Customer Relations team emailed you an update on 23.06.2023. For further support regarding review comments, I have escalated the matter to our internal team who will be in touch shortly.

Kind regards,

Catherine

Hi Jack, thank you for taking time to leave a review and for giving the shoutout to Mirela. We will be sure to pass your praise to her!

Hi Jack!

Thank you for reaching out to us regarding the delays you have been experiencing. We are sorry to hear that this has impacted you, and we want to assure you that this is not the experience we wish for you to have.

Our team are working very hard to improve our response times and ensure every customer receives the best support possible! From time to time the site can become busier and delays can occur, however, we will always do our best to rectify the situation!

Having said this, we have taken note of your feedback and have notified the relevant teams so that we can get back to performing at our best to guarantee you and all of our customers get a prompt and effective service!

Thank you again for your feedback in regards to this and we hope to improve our service moving forward!

Kind regards,
BetUK

We're pleased to read your review and feedback, Jack. Thank you for sharing your experience with our service. We won't let you down.