Shameful

despite weeks of correspondence and proofs of payment and complying with what has been requested - we are now told that the information is correct. I have an elderly mother entirely dependent on a trust account for her survival. Proofs of payment have been provided ... Despite all of this we are unable to get a refund into the trust account for months that the member is moving to a more affordable plan. This is disgraceful and shameful - harming the vulnerable people!!! We have still not got a membership certificate either... How can you treat people this way???? members of your scheme for over 30 years?????