VERY POOR SERVICE - REFUNDS

Having seen the latest reviews on the Hello Peter site I am not sure if this is really worth the while. First time I used Flight Centre there were two guys that had gone out of their way to help me. This they did to such an extent that I sent mails complimenting their service. I would like to mention their names but I am not sure if this is allowed. However, my latest experience, I would not recommend Flight Centre to my worst enemy. They have used excuses, not to refund my monies for tickets that they had promised would be refunded. Calling it *****, details can be given if required. Yet they are willing to keep the money for themselves. I have received e-mails stating that the payment would be made and that the proof of payment would be sent to me the next day. This mainly due to the time difference between countries. Still waiting for the e-mail and the proof of payment, that after a week. I see that on the other reviews however that Flight Centre seems to have the concept of pointing fingers so as to take the blame from them. There were comments made that the bank was at fault etc. I quote “We have noted a problem with our finance department: the bank is queueing up refunds instead of processing them immediately.” End quote. Again, here I would like to mention the names of the persons that have given the very poor service, communication and false promises, yet I am not sure if this is permitted. They however do know who they are, one being a team leader and the other a customer experience “Expert”