I then wrote them a letter saying I would complain about them if they did not give me a refund.
Then they sent me an email saying I had a refund. When my next statement came in the refund was not there. I tried to check my account on their website, it was very difficult to find my account details. However it did say my money was refunded but the refund has not arrived on my account.
I emailed them again – no answer. Today I tried phoning again and nobody answered – also there was not an answer phone to leave a message either time I called.