I have lodged a refund application on the 6th Jan 2014 as I overpaid my account and was told it will take the maximum of 5 working days to be finalised but even today it has not been processed yet. after 9 working days when I made a follow up the lady who was helping me told me it is going to take 5 working days from today and refused to put me through to the senior person who can help me resolve this issue as it has far exceeded the timeframe within which I was told it will be finalised
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