How to escalate a customer service ticket - awaiting refund for over 3 months

Hey @Laura_Doxford, thank you for reached out!

I was able to locate 3 of your support tickets you’ve submitted yesterday and support. We’ve escalated this internally to the support team and someone from support should be in touch with you soon.

Our support team usually takes up to 24 hours to reply back to emails - tends to be quicker than that in normal circumstances. However, please be aware that we are facing increased contact volume that’s why there is an delay.

Appreciate your patience in the meantime.

Hi @Gayani_S

I still haven’t received any update from support or billing as to the refund and when this will happen?

Hey @Laura_Doxford, I took a look at your ticket and I saw that our support advisor is processing it currently. As I’ve mentioned before we are facing increased contact volume at the moment that’s why there is a delay. But your ticket will be processed asap.

Thank you for your understanding and patience as we work towards solving your issue.

Hi @Gayani_S
I am getting different conflicting responses, ive provided every bit of information again and again and not had any communication for nearly two days now, please can you provide me with confirmation of a refund today, its been months.
Thank you

Hey @Laura_Doxford, thank you again for reaching out! I do understand your frustration and I hope to see that this gets resolved asap. Please be assured that our managers are working in resolving this issue for you. I’ve escalated this internally and forwarded your feedback to them. They’ll be in touch with you soon.

Thank you for your patience in the meantime.

Hi @Gayani_S

Still no resolution - i’m told its in progress day after day - there is simply no excuse now.

I need this escalating to a manager - please provide me their contact details?

Thanks

Hey @Laura_Doxford, I took a look at your ticket and your ticket has been escalated to the manager and you received a response. Please take a look when you have a moment.

Thanks,
Gayani