EXTREMELY DISAPPOINTED

In March 2020 we app**** for my husbands Vaulted Certificate and now we are in November 2020 already. The whole experience has just been awful. I sent numerous emails and the replies were always the same... due to covid 19.... due to cable theft... we believe we will have good news for you soon. Now all of those excuses I could kind of live with and understand, but then we were told that Elle would make contact with my husband asap. 28 days after that statement was made, still no contact. when I said there was no excuse to wait 28 days for a phone call, I was told she had tried to call but could not get an answer. we then pulled the phone records to double check, but nothing. We then called and she then said she would get back to us on Monday 2 Nov.... and low and behold, no contact. She said the reason may be that there is no vaulted certificate. we then contacted a company that charges half the price and guaranteed that if there really is no vaulted, there is a legal route they can take to get a Vaulted. Apart from not really getting any feedback until we reached out, we were also told we will be reimbursed -if we have in fact paid for the services- this disturbed me because if you are working with my husbands ID and you have all the emails of his details and proof of payment, how do you not even know if he has paid yet or not. I will NEVER advise anyone to use their services. 34 weeks and waiting. Really starting to think this is a ****.