We ordered an appliance repair and subsequent parts(2) which, we then cancelled as they had taken too long to deliver. When the company we were using refused to reply to e-mails or call back, we flagged as 'in dispute' on PP resolution centre. 1st off we recieved a message back, with incorrect information, referring to an old repair that we have no knowledge of. The fact that we got an identical e-mail for both our transactions raised suspicions. We managed to speak with the company who have agreed that both transacions will be refunded, but becuase we have flagged up, they no longer have the funds to give back. They have also not replied to any messages in the resolution centre, other than the above incorrect repair. We have not as yet escalated to a claim. I am worried they are telling us to wait for PP to make the refund which could take up to 30 days ?! why, PP is usually instant. There is a 20 day window in which to escalate our issue to PP. If we don't (because we are waiting 30 days for this refund) will they get to keep our money ? Please can someone clarify the situation ?
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