Change of credit card

I have a complaint.

I contacted you via online chat on 3rd June as I wished to change my credit card to a new debit card.

I dealt with a guy called Wilandro and gave him my new card details and he confirmed this would be changed.

Today, however, I have checked my debit card account to find that the payment for the renewal has not come out but it has come off my credit card.  Obviously, my instructions were totally ignored.

This is not good enough and I am not happy about this.

Please contact me immediately as I want a credit made to my credit card account and to ask why my instructions were not carried out.

Hi Sharon,

This isn't the experience we want you to have. Please accept our apologies for the inconvenience caused.
Upon checking our records, we see that you've raised a refund request & the concerned team has already initiated the refund.
Also, we see that an email confirming the same has been sent to you.
Regarding your query about the card saved incorrectly, we'd suggest you to reach our billing team via chat & inquire about this.
To initiate a chat with them, please use this link. Thank you for your understanding in advance!