Thank you very much for taking the time to leave us your feedback.
I completely understand your frustration, and I apologies for any inconvenience it has caused you. I understand my colleague has already spoken to you regarding this, and explained how we plan to improve our service going forward so this doesn't happen again.
Do let me know if there is anything further I can help you with and thank you once again for letting us know about your experience so we have the opportunity to improve our service.
Kind regards,
Tessa Biles