I called in on 02/07/2013 to request a refund of money I incorrectly deposited into their account. The agent requested I send a letter stating my request, copy of ID, verified bank statement. I asked if they would need the proof of payment and was told NO. Nine days later when no money was returned I called again and was told the refund was declined as they needed the proof of payment... I then sent this through while the agent was on the line and made sure she got it and was happy that it was the correct document. After waiting the alotted seven days I called again and was told the request was rejected because the amount available and requested did not match. This is because they had by now attached next months invoice and deducted it from this amount. As their credit department could not figure this out I pointed it out to the agent. I now have to wait another three days and hope it gets sorted. Note it is only three days because they are "escalating" it. At no time was I called or contacted in any other way to inform me of the status of my request or to ask for additional documents or detail.
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