Pathetic Service received

I have had the most shocking experience with your organisation. I have been following up on a refund since January, and to date it has still not been resolved. Each time I call, I am given a different excuse and repeatedly promised that the refund will be processed either on Friday or Wednesday — yet nothing happens unless I follow up again. I have spoken to Candice and Pearl so many times that they now recognise me by name and number when I contact your organisation. This level of service is extremely disappointing and unacceptable for an organisation of your size and reputation.