Morrisons review: Delivery pass

Hi,

I would like to officially complain about the service I have received to date. To give a bit of background I had an annual delivery pass. I decided this year I won’t continue with it as money was tight so cancelled it. But on the 13th July money was taken and the whole problem starts. I will list in date order what’s been happening

13/7/23 £70 taken from account

15/7/23 rang to complain was told it has been cancelled and the money will be refunded. Recieved email to confirm

2/8/23 sent a reply email to refund email saying it’s been over 15 days but I’ve not received anything

11/8/23 recieve an email from NA with [ ref:_00DD0ojDb._5003z2jxgfj:ref ] saying

the refund has been processed and to get In touch if needed quoting Case Ref ##7216944##

11/8/23 I replied back to NA emails saying it may have been processed but I have not received anything

11/8/23 recieved a standard message saying you have received my message and some one will get in touch- nobody does

31/8/23 I rang and spoke to SR he said I will need to send bank statements to show the money going out and nothing coming in.

31/8/23 SR send me an email requesting bank statements. ref:_00DD0ojDb._5003z2kgrye:ref

16/9/23 I replied back to SR email with bank statement

27/9/23 I emailed SR and asked for an update. I heard nothing back

12/10/23 I emailed SR again asking to be updated but heard nothing back

30/10/23 I rang again to complain and spoke to NN who said she can only go of what she sees and she can’t see anything so will raise the claim again she asked for the bank statements again.

30/10/23 she sent me an email requesting the statements whilst I was on the phone to her

30/10/23 I replied to her email with statements attached which she confirmed. Said she will call me in 10 days

13/11/23 no update received upto this point rang to speak to N told she will call me back. No callback received

15/11/23 spoke to L was really helpful but couldn’t do anything as it’s an open case being dealt with N. She said N logs in at 1 so will get her to call me. No one rang

16/11/23 spoke to C after looking into it whilst I was on hold said N will call me within the hour- no call back

17/11/23 spoke to L, couldn’t get a manager for me to speak to. I told him I have had enough. He said it’s being dealt with HO. I asked to speak with HO so he provided me with this email address

I would like to say I can’t believe I’m having to chase and chase Morrisons for my money and not get anywhere. After today’s conversation I was in tears nothing to do with the advisor just the frustration. Im feeling quite emotional now writing this. As a customer do I have no value. I’ve done everything and rang and emailed only to be hit my a brick wall. I have provided proof that I have not received the refund I just ask for my money back.

I can’t even say no more as I feel it’s pointless with Morrisons now.