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Stop talking only to first line support. Their job is to tell you same thing over and over to keep you down. Speak to second line, claims dept, managers. As I think TM said, make it a problem for them, don't be fucking nice boy! Ask for something to happen WHILE YPU HANG ON THE LINE. I mean, they were already kicking you back n forth for weeks. Make it personal, say you need this 500 quid for such and such and they specifically - call them by name - are not letting you have it and they need to fix it while you're on the line. Don't give up for the same shit over and over
scorch
haveo
@Pifko rang them again this morning (forgot to record it again.. Though I think whenever you talk to them on the phone, the operator adds notes on what they and I have discussed), once again they said I should of won the appeal. They said they are going to pass it on to one of their managerial staff who will sort it. They said they'd call or email me later today but so far I've had nothing.
From what they are saying, I should definitely be given my money back, and the appeals team are missing something or just fucking up. It'll probably just be a back and forth until it's finally closed in my favor.
@farewell all it says is that they were unable to track my shipment, which is crap because every single person in the claims department has been able to go online and see that it has been in customs for a month.