Happy to take your money, but can't pay it back...

Absolutely shocking service to say the least.. How can it take 2 weeks to find a payment and refund it, instead you want to charge me and can't guarantee that the reversal will be successful. Not even your own staff in a Client facing center are able to assist because they are also sent from pillar to post trying to find the right department to speak to, only to be told it has to be "escalated" to the "Care" department and by the lack of feedback received, they don't care either... Your call center staff freely just put the phone down if/when they don't know what the query is regarding. It is a simple request, that can be easily remedied by someone with a little brain power