Overpayment that they knew about

The issue here is that your system has a problem and you are not alerting your customers to the fact that credit card payments reflect as failed yet the payments actually go through. I was in absolute good faith yet to this day I have not been refunded and more than three weeks ago I was told that it had been addressed. That was already weeks after the incident. You treated me as if I am in the wrong, yet I am still being gravely inconvenienced. I had to again fill in forms today and your staff are frankly quite clueless when it comes to properly ddressing a real issue such as this. Your poor customer service is testing my patience.
What have you in the meantime done to address the underlying issue? HOw are you communicating this to your clients? How are you going to make good the inconvenience and my costs? importantly when am I being refunded the three additional annual fees you so easily collected from me?

After all the trouble I went through to resend all the paperwork I am still out of pocket for three of the four annual fee payments that The Holiday Club do easily recovered from me and still no explanations about the way they communicate to their members, and to me....and still no explanations to me about why I am still waiting for this substantial refund amount due to me and nothing in the way of any commitment on how they will make up for my inconveninece and financial loss as a result of this. This is an absolute outrage!