Tiresome Service

On 11.02.2015 my wife contacted the [URL Removed] contact centre to inform them that they had deducted my account twice. She was provided with a number *** and requested that she speak to Arnold about the matter. We've tried that number several times without any success. She then contacted the call centre again on Friday 13.02.2015 and spoke to Gary who promised to assist her. He requested that she send him an email with all necessary details which she did the very day. No feedback has been provided. On Tuesday 17.02.2015 my wife contacted the call centre again and Gary requested that she resend the email which she did. Gary then informed my wife that the turn around time is 6-8 weeks and cannot explain why the extended turn around time. Gary promised to refer the email to the refunds department and to provide feedback. To date we await his feedback. It's truly tiring to deal with this inefficiency!