Pathetic service

Good day,

I hope this email finds you well.

I am writing to formally escalate my ongoing complaint regarding an outstanding reimbur*****t and a debit order on my Mobi account.

I settled my Mobi account in full on 15 March 2026. Despite this, I had a debit order processed against my account at the end of March 2026 thereafter.

Since then, I have contacted your customer service department numerous times over the course of several months, requesting that the amount be reimbursed. I have spoken to approximately eight different consultants, and on each occasion I have been advised that the matter had been escalated to the relevant department and that my reimbur*****t would be processed. However, to date, I have still received no reimbur*****t or meaningful feedback.

I contacted your offices again today to follow up on the matter. I understand that speaking to a different consultant may require me to explain the situation again; however, after discussing the matter with a consultant named Niyaaz, the call went silent while the line remained open. I waited for several minutes, assuming there may have been a technical issue, but I received no further communication. I had also specifically requested a callback, which has not taken place.

Frankly, the level of customer service I have received throughout this matter has been extremely disappointing. I have repeatedly been promised feedback and resolution, yet months have passed without either.

I am therefore requesting that my outstanding reimbur*****t be processed immediately and that I receive written confirmation of when the payment will be made.

If you require any further reference information, please search my ID number on your system, as the full history and details relating to my account and claim should be available on your records.

Please also find attached my proof of settlement dated 15 March 2026 for your reference.

I would appreciate this matter being treated as urgent and escalated appropriately. I expect someone from the relevant department to contact me directly and provide a clear resolution, rather than requiring me to continue contacting your customer service department and repeating the same information.

I am extremely dissatisfied with how this matter has been handled. If it is not resolved promptly, I will seriously reconsider retaining my existing policies with your company and will also be advising family and friends accordingly.

I look forward to receiving your urgent response and, most importantly, confirmation of my reimbur*****t.

Regards, Mervyn