So I allowed the 14 days to pass (in order that I am being reasonable and following their company processes etc). The 15th day would have been the 9th of December so I called to ask where the refund was – as it was still not in my bank account. The person that I spoke to at Marshall Ward advised that I would now not be applicable for the discount as I have what they refer to as a cash only account and not a credit account (basically I want to pay up front instead of paying on a monthly basis for items) again more information that was not passed onto me at either time of sale or any pre sales dialogue. On this call I had waited 20minutes to get through and had no time to argue the case and simply had to call back at a later date.
I called Marshall Ward back (around the 15th of December) after making sure I had all the emails, invoices and the letter I received in front of me. This time when I called I was given the same information regarding the cash only account – however I advised of both the phone call and the letter I received telling me that I can use the code (the letter states no where that it needs to be a credit account to use the code) and I also advised that at the point of sale there seemed to be no issue either and that I had a valid promotional code. I really had to protest on this call in order to get any kind of support as it was being dismissed as an invalid discount – which it most definitely was not, which finally the advisor confirmed it was valid. She escalated it through a refund department who would place the money back into my account by the end of the week – now with it being Christmas/new year I left it for a few weeks thinking that it would maybe take a bit longer over the Christmas period – so I called back on the 5th of January to be told there is a back-log in this refund department and I would need to wait a few days – which I did and I called back around the 9th of January, to be told wait until the 12th if I had not received my refund.
Today’s date is the 17th of February nearly a full 3 Months since £30 was taken from my bank account without my permission and at every stage it has been pushed back as my fault for having the wrong kind of account with them, but at none of the initial sales and pre sales stages was this account type even mentioned. I feel like I have been passed from pillar to post on this issue and Marshall Ward as still not accepting that they took the money without my permission as it is part of their terms for promotional codes.
Is there anything else I can to do pursue? I am still out £30 plus nearly £10 in phone call charges to this company who basically miss-led me completely before the purchase was made.