Wrong test!

I unfortuantely have to do this. I hate having to complain but when it is necessary...

I wrote to head office about an issue this last Monday (it is now Saturday). I did get a response on Tuesday: Kindly be advised that your email has been escalated to management for further assistance. but they have failed to get back to me since. It would seem that the best way to get reasonable service is via HelloPeter. I give 2 starts because I did get a response saying they would get back to me.

I want to make it clear that I accept mistakes are made. But the series of errors is extremely frustrating and now I have to have another test.

Here is my complaint: Last Monday I specifically ordered a test for "C* Pneumoniae IgG". I spent considerable time explaining this before my test and specifically said NOT to test for S. Pneumoniae. While waiting for my results which were delayed - I contacted the call centre telephonically each time asking for my result and saying C* pneumoniae NOT streptococcus pneumoniae (S. Pneumoniae). On Wednesday the call centre agent, who was good, apologized for the delay and said the sample arrived late and that they run the test on Mondays and Thursdays. She said to wait until Thursday. So when I heard nothing I contacted the call centre and was put through to the lab who informed me that the test ordered was S. Pneumoniae! But the result had not come through as tests are run on Mondays and Fridays. He suggested I go back to the lab and inform them of the error before the incorrect test was. Before I had a chance I got a result on my app for a S. pneumoniae test. I got the result on Thursday. How is it possible that if tests are run on Monday and Friday that I got a result - even though I was told the test had not been run on Monday?

Can I please get a credit for this test? I paid up front. This is totally not my fault. I spend a considerable amount at Lancet and pay upfront each time.

I am in general very satisfied with the service and accept mistakes are made but this needs resolution.

I will escalate to HelloPeter if this is not dealt with, with the utmost urgency!

*I removed the name of the specific organism for reasons of privacy

Thank you.

Please contact me by email not cell phone.