Lack of adherence to TCF principles.

Recently I have engaged with Imas on a refund due to a termination of membership. The feedback ranged from promises to a range of confusing information. The agents in their customer service or benefits department speak different to each other on procedure and requirements. Which has led me to think that their rewards programme is either a sham or a ****. Or else TCF would be adhered to seeing that the company is a financial services company.