Duplicate Payment Not Refunded – Still Waiting After 16 Days!

On the 27th of March, I made a payment at Identity Worcester Mountain Mall (Store 536). Shockingly, the amount was deducted twice from my bank account.

I immediately took the issue to the store, where the manager asked me to bring a bank statement to prove the duplicate payment, which I did. She escalated the issue and assured me that the refund would reflect in 2 to 10 working days. That time has come and gone—I'm now on day 15, and still no refund!

I went back to the store again today and was told that Finance had emailed to say the money had been refunded. I showed them another updated statement—and once again, it clearly shows that no money was deposited back into my account.

To make matters worse, Finance now says I must take it up with my bank. I already did, and my bank confirmed that no deposit has been made.

This is not a small amount, and I have done everything that was asked of me. I’ve been a loyal Identity customer for years, and my account has always been paid up to date. I feel extremely disappointed by the lack of accountability and follow-through in this situation.

If this is not resolved immediately, I will not be paying my monthly installment going forward.

This level of service is unacceptable. Identity, please take responsibility and sort this out!