Hello Lucy,
We have been working closely with the payments team and have implemented changes to prevent this from reoccurring.
I really do apologise and an overhaul is in process.
I am glad we still managed to provide a good service up to getting your money back.
If you would like any further assistance, please ask for me directly when you speak to head office and I'll be more than happy to help.
Warm regards,
Edward Brazier
Director
Brazier Consulting Services Ltd.