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On the 7th of April me and my partner laid down an £80 deposit to go on holiday on the 11th of December this year at your Silverburn branch in Glasgow. unfortunately we had to cancel, as we were both involved in a car accident, on the 12th of April and we were told that we would not be charged any more money and that we will not be receiving our deposit back.
Yesterday (15.05.2018) i received a call from the sales rep demanding i owed them £60 of the original booking deposit. That manner I was addressed in was absolutely shocking. After explaining I would call her back as I needed to talk to my partner about this matter, I read through your booking terms and conditions and this states that if we cancel within 28 days of booking we are entitled to 100% of out deposit paid back to us.
I called back later that day to inform the sales rep of this and she then passed me over to your creditors who then informed me that this was something they could not help me with and that it was the finance team at the store I booked from that would deal with this. So after phoning the store for a third time and had been passed between manager to manager I was told it was customer service that would deal with this.
I am still awaiting response on this matter but I feel like I have been passed about and that no one is willing to help. for a company as big as this I would assume that staff would be trained in know who deals with what situation. We were also looking into booking with yourself for the same holiday for next year but after how I have been treated from the sales reap I will be going else ware and I really would like this resolved as this is now affecting my mental health due to people demanding money.
