Hi, Hope someone can help me, i purchased an item using a promo code i received an email to confirm the item and that a total of £2.60 would be taken from my debit card, they actually took the full amount £12.60 so i called them, they advised me that the code wasn't valid however as an act of goodwill they would refund the £10 to my card, several telephone calls later and 6 weeks down the line i still have not received the refund although a stsement from says the processed this on 17th may, my last call to them they advised me that the request had been lost and they would do the refund that day, 4 days later still no refund. Now i have a email stating that £2.60 would be taken, they have never been authorised to take £12.60, but it would seem that my calls are wasted as nothing is done, i have also tried emailing but these are returned undelivered. What can i do now?

can anyone help with this? I have had the wrong amount taken from my abbey account, i have just spoken to them and they will not refund immediatly as per the guarantee however will put a claim in tomorrow and i should get the funds back in the next week!!! Is this right?