We do sincerely apologise for your experience with us - we understand that we've let you down and we are doing our best to get this sorted for you ASAP. We have just tried contacting you via phone. When you get a moment, if you can return a call by phoning the number left via your voicemail we will be able to discuss the current status of your refund. Thanks.
Great to hear @carol. Again we do apologise for your experience thus far. Please don't hesitate to get in touch if there are any further issues with the refund or if you have any other queries or concerns - we'll be more than happy to help.