Disgusting Refund Service from Identity customer care

I am extremely disappointed with the service I received from Identity regarding a refund that is still not reflecting in my bank account.

Yesterday I contacted Identity customer service to enquire about my refund. The consultant clearly told me that the refund had already been processed and that it should reflect immediately in my bank account. I was advised to check with my bank.

Today I contacted my bank and they confirmed that they have not received any refund notification or transaction from Identity.

I then called Identity again and another consultant told me that refunds actually take 7–10 business days to process, which completely contradicts what I was told the day before.

When I asked for proof of payment so that I could provide it to my bank, the consultant had the audacity to question why I would need proof of payment. This is a completely reasonable request and should be standard when a refund has supposedly been processed.

The lack of consistent information and the dismissive attitude from customer service is extremely unprofessional.

At this point I expect: • Written confirmation that my refund has been processed • Proof of payment for the refund • The refund to reflect in my bank account urgently

If this matter is not resolved immediately, I will escalate the complaint further through the relevant consumer protection authorities.

Very disappointed with the way this matter has been handled.