3 calls later still no assistance- PATHETIC

Why must I call 3 times to get assistance for 1 query. Called and held for 28 minutes on the 26th of February querying a debit order and a refund for the incorrect amount that was debited. I spoke to a consultant who after making me hold forever promised the refund will be paid in 7 days time.

Called again today spoke to Clarence as no refund is yet to be received 12 days later and was promised a call back in 10 minutes as he needs to see why the refund has not been paid. Its an hour later and no surprises I have not been called. When you ask for a manager you never get to speak to one!

I have some questions of my own that is making me doubt the competency of the staff... are these queries about debit orders and refunds not simple client services issues that your consultants should be able to handle? Why are we kept holding for long periods while they need to keep checking? Are they not trained or do they need more training?

It really is becoming exhausting and pathetic to keep having to write poor reviews because that seems to be the only time you get service and are able to get someone to answer you and a manager to call you.

Wake up discovery or I will be forced to look elsewhere.