Illiterate Claims Department

Momentum Hell Claims Department are either robots or people who are not trained in the necessary s**** of reading an email. When submitting a claim and specifically requesting it NOT be paid from your savings as you have already settled the account directly they go ahead and refund you. I'm not quite sure what level of English comprehension is required because I'm pretty sure that the instruction "do not refund member, for tax purposes only" is quite clear, perhaps I need to resort to pictures for future submissions???? Really Momentum, at what point do you actually offer a "service"?