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Revdex.com:At this time, my complaint, ID [redacted] regarding British Airways has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted]

The following email was sent to [redacted] on **Jul17:Dear [redacted] We have been contacted by the Revdex.com about your travel ticket with us Please accept my apologies for the delay in replying I'm so sorry to learn you were unable to travel as planned due to an issue with your passport I can fully appreciate how difficult this was for you.I've checked your booking and I can see you initially contacted us on April to advise us that there was an issue with your passport I can see we advised you that you could change your ticket to alternative date at a cost of $plus a $service charge We also explained if there was any fare difference, this would also have to be paid This is as per the terms and conditions of the fare that you agreed to at the time of making your booking You contacted us again on ** April to confirm your passport would not arrive on time and asked about changing your ticket We reconfirmed the price of changing your ticket of $plus a $service fee and additionally any fare difference At this time you asked us about cancelling your ticket and we advised you that the amount of refund would be $ You confirmed that you wanted to cancel your ticket, so your flights were cancelled and a refund of $was processed I appreciate the situation was upsetting for you and that it was outside of your control I know you've mentioned you were able to obtain a refund on the other tickets you had purchased through American based carriers However, it does depend on the type of ticket you purchase on whether your fare is refundable In the case of your British Airways ticket this was not the case, so I'm afraid we're unable to offer you a credit/refund I'm very sorry to disappoint you If you have travel insurance you may be able to claim through them for your loss I hope you can.Thanks again for taking the time to contact us Please feel free to contact me via the blue link below if I can help with anything else Best regardsKaren L***Senior Service Recovery ExecutiveYour case reference is: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Since when does a customer pay for a higher class fare and because that is full receive a lesser fare? If I had been offered and alternative I could maybe understand thisBut think about itI pay an extra price for a cheap seat? No wayI will take this to small claims court and take my chances there as British Air obviously has no concept or regard for customer service In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear [redacted] Thanks for your recent correspondence with the Revdex.com, which they've passed on to usI'd firstly like to apologise for any confusion caused in arranging the refund of your ticket After making further enquiries with our Refunds team, they have now advised there is no further refund dueYou have been given a refund as per the fare rules of your ticket As you had a non-refundable ticket, you're only entitled to a refund of the unused taxes on the unused sectors, which equates to $ This was refunded to your card ending [redacted] and was processed on ** December If you haven't done so already, please contact your bank who will be able to transfer the funds from your expired account into your new accountI had previously advised you that our Refunds team had sent you a letter asking for your bank details, which you've not received As the refund amount is less than what you originally paid on your card, the refund was processed back to your original card This means there is now no need to provide your bank details Should you receive a letter asking for your bank details, please disregard thisOnce again, please accept my apologies for any confusion caused If there is anything else I can help with, please don't hesitate to contact me I hope we'll have the opportunity to welcome you on board again soon Best regards Laura M***Senior Service Recovery Executive Your case reference is: [redacted] Tell us why here

The following email was sent to [redacted] on **Jun16:Dear [redacted] Thanks for taking the time to read this email We've been contacted by the Revdex.com regarding your upcoming return flights to and from London Heathrow on [redacted] and [redacted] August I realise it will have come as a surprise to book your tickets for one price via a travel agent only to then find them so much cheaper on ba.com I'm sorry this has caused so much disappointment for you and your new wife I also apologise for the delay in replying.I know this is a very special trip for you both, travelling for your honeymoon to London I understand why you want everything to be perfect, including the price you've paid Booking flights directly through an airline will usually be more cost effective than booking them through a travel agent A travel agent will purchase a seat from an airline at a base rate for a particular fare type They will then sell this flight on to a traveller at a separate cost including their travel agent fees, charges and restrictions Unfortunately, we have no control over the cost at which a travel agent sells their tickets As this is the case we're unable to offer any refunds, travel vouchers or upgrades for the difference between the two costs.I realise this won't be the answer you're hoping for and I'm sorry to be disappointing you further I understand this is placing you in a difficult situation personally and I sincerely hope everything works out well in the long run.I know you've highlighted that you've already spoken to your travel agent about this, but this really would be the only option open to you I'm sorry I can't be of more help to you both.Thanks again for taking the time to contact us and for giving me the chance to respond I do hope you both enjoy your honeymoon and that this won't be the last time we get to welcome you or your family on board a British Airways flight If there's anything else I can help you with, please let me know Best regards Richard S [redacted] Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is: [redacted]

The following email was sent to [redacted] on **Aug15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received If you wish to send us a reply please use the link at the bottom of the email [redacted] Dear [redacted] Thanks for coming back to us via the Revdex.com I'm sorry for the delay in my response.We really want you to fly with us again and we know by not resolving your complaint fully, it'll affect the decisions you make when you need to travel in the future I’ve had another look at your complaint, including your most recent correspondence and have taken time to review your concerns with care and sensitivity I’ve also spoken to my manager to make sure we’ve offered an appropriate apology.I've looked at your booking, and it confirms that you were rebooked on to an alternative flight the following day departing at 16:35, which was AA We have no record of the flight your travel agent booked for you so this must have been on a separate ticket From the boarding cards you've provided, I can see this was on flight AA0046, which departed at 18:10, so I believe they've made the booking through American Airlines.I'm unsure why your travel agent made a brand new booking for you rather than call our Trade Support team to discuss your original one As you've not taken the rebooked flight on your original flight, you have gone down as a passenger no show Any refunds would be as per the fare rules of the ticket, although you may be entitled to a refund of any unused taxes As you made your booking through a travel agency, you'll need to contact them to apply for this.Given the further information you’ve provided, our answer won’t change and we’re unable to offer a full refund of your original ticket I know this isn’t the answer you were hoping for and I’m really sorry to let you down If I can help you with anything further, please don't hesitate to contact meBest regardsLyndsey B***Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is: [redacted] Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us: [redacted] Please do not send payment card details via email [redacted] OTHER CONTACT INFORMATION [redacted] If you have a general query about British Airways or your journey with us, you can ask your question online: [redacted] LEGAL INFORMATION [redacted] [redacted] [redacted]

The following email was sent to [redacted] on **Sep16:Dear [redacted] We've been contacted by The Revdex.com as I understand you submitted a complaint to them regarding the issues you had with your booking with us under reference [redacted] I understand you booked a flight incorrectly, and due to a number of issues, you weren't able to make changes to the booking within the hour cooling off period I can fully understand how disappointing this must be for you and Anthony, especially as you have only received a partial refund after cancelling this booking Please accept my sincere apologies for the upset this must have caused you and I'm sorry we haven't been able to get back to you sooner.I understand the day after the booking was made, you discovered you had booked the incorrect flight from Philadelphia to Orlando I know at this time the office in Rome was closed, so Anthony had to call our office in the UK As you were the only passenger named on this booking and the credit card holder, the member of staff who Anthony spoke to was correct to advise they could not discuss this booking with him under the UK Data Protection Act However, I'm very surprised to hear my colleague explained if you signed up to our Executive Club and you added Anthony as a third party nominee, he could discuss this booking on your behalf.When a customer has a third party nominee on their Executive Club account, it does mean they are authorised to discuss a booking on behalf of the passenger However, given the situation, my colleague should have explained you needed to contact us yourself As you were up against a timescale, this would have been the easiest and quickest option.I can appreciate how frustrated and anxious you both must have been when trying to create an Executive Club account and I'm very sorry for the issues you had when trying to do this You both must have become even more frustrated when, even after creating the account and adding Anthony as a third party nominee, my colleague still would not share any information with him.From the notes in the booking, it seems when Anthony called us the second time, the information provided by him which was needed to pass data protection, did not match the information on the booking I fully understand this was an extremely stressful situation for you both, however, we have to make sure the person we are speaking with has full authority to discuss or make any changes to a booking before we're able to do so Unfortunately, it seems on this occasion, the information Anthony provided was not enough to allow him to discuss this booking in further detail For future reference, we would always recommend the passenger or credit card holder contact us if they need to discuss a booking in detail.Unfortunately, this ticket was non-refundable which means you would only be entitled to a refund of the taxes, fees and carrier charges The total refund of this comes to a total of €544.89, however, as you incurred a penalty and a channel fee to cancel this booking, you are only entitled to € Please accept my sincere apologies for this, however, I can confirm you have been refunded correctly.I fully understand why you're both so annoyed with this situation, however, the booking was not changed or cancelled within the hour cooling off period so we wouldn't be able to offer you a full refund of this booking I'm sorry.Customer Relations are a post-travel department so normally, they don't deal with pre-travel issues However, as this booking is now cancelled, it is Customer Relations who need to apologise I know you'll be disappointed and I fully understand why, however, unfortunately, there's nothing further they can do with this issue apart from sincerely apologise and make sure your comments are fed back I'm sorry we aren't able to resolve this issue for you, however, it does state in our terms and conditions you must make changes or cancellations within the hour cooling off period, to avoid incurring any charges I know this isn't the answer you were hoping for so please accept our sincere apologies for letting you down.Thanks again for contacting us and The Revdex.com about this If there's any other pre-travel issues you need help with, please call our pre-travel team on [redacted] *** Please also don't hesitate to contact me using the blue link below if there's anything else you would like to discuss.Best regards Jemma S*Senior Service Recovery ExecutiveBritish AirwaysYour case reference is: [redacted]

The following email was sent to [redacted] on **Sep17:Dear [redacted] Thanks for your reply email Please accept my apologies for the delay in my response The cheques issued are not refunds of any tickets but are compensation payments under EC Regulation 261/for the delay to your flight BAfrom Dublin to London Heathrow on [redacted] August 2017, which caused you and your travel companions to arrive in Atlanta more than four hours later than originally scheduled.Under EC Regulation 261/2004, compensation payments must be made to the individual traveller who incurred the delay, regardless of how the ticket was paid for This is the reason each individual traveller in your party will receive a cheque payment for $716.54, equivalent to €600.00, as calculated in accordance with EU legislation All payments will be sent to your address of [redacted] [redacted] ***.I hope this information helps.Best regardsIan S [redacted] Senior Service Recovery ExecutiveYour case reference is: [redacted]

The following email was sent to [redacted] on [redacted] :Dear [redacted] *** Following on from your contact with the Revdex.com we have reviewed your baggage claim Firstly, I want to apologise for the damage to your bag and regret this wasn't resolved while you were in Germany I know it must have been inconvenient to have to deal with this while on your trip.As a global carrier, British Airways understands there will be occasions when there are problems with baggage We're not experts in this area though, and we contract [redacted] to assist passengers with any claims of this nature They are a specialist baggage company and assist passengers in the UK and Europe In many cases they can replace or repair bags but they will offer compensation if this isn't possible I apologise that after you sent your banking details over to [redacted] in March, they did not get back to you.As [redacted] have offered £86.50, which is equivalent to $110.00, I will be requesting a bank transfer be sent to you for this amount to avoid any further delay Please allow three to five business days for the funds to be credited to your Citizens Bank account Again, we regret the inconvenience caused and hope to welcome you on board one of our flights soon.Best regards Iona H***Senior Service Recovery ExecutiveBritish AirwaysYour case reference is: [redacted]

The following emails were sent to [redacted] on **Jul& **Jul17:Dear [redacted] Thanks for taking the time to read this email We've been contacted by the Revdex.com regarding your flight from Seattle on [redacted] June I'm sorry for our delay in replying I completely understand how disappointing it is to be downgraded, particularly when you're travelling on such a long flight I know you don’t expect this when you travel with us but please let me explain our positionThere are occasions where our customers make a booking and then don’t turn up for their flight We have an overbooking policy, which helps us avoid flying with empty seats and means we can keep the cost of our fares down Ultimately this also means we can fly a lot more passengers to their destinations We collect data about how many people don’t turn up for each flight and we use this information to tell us if we should book more passengers than there are seatsI’m afraid we do get it wrong sometimes and more passengers turn up for their flight than we expect We normally ask for volunteers so people who are happy to accept compensation are downgraded first If no one steps forward, we have to choose customers at random I appreciate this doesn’t change how you were affected and I’m sorry we let you downThe amount of compensation we provide for passengers who are downgraded from World Traveller Plus to our World Traveller cabin is either £($100.00) in cash or a £($130.00) eVoucher, which can be used when booking a future flight on ba.com Our records show this was advised at the time and the Customer Service Manager has updated the booking to reflect this information This is a set amount that is designed to ensure all downgraded passengers are treated equally, I'm afraid I can't issue the $stated in your emailPlease reply to this email and advise which of the two offers you'd like to receive If you choose the cash compensation, please also forward me the following bank details and I'll get the cash to you straight away: Bank name Branch name Sort code (digits) Account number (digits) You can send us your information by email or fax it to ###-###-#### You’re welcome to send more than one email if you’re concerned about giving us all your details at the same time Please remember to include your Customer Relations reference number if you decide to fax us I’ve sent your booking to our Refunds team and they've replied to advise that a refund has been issued for $ The money is being sent back to the original form of payment within the next working days.I realise the situation has been made worse by the problems you faced on board I can imagine this wasn't the most restful flight and know from experience that getting baby sick on you is not pleasant at all I hope our staff were able to help you get cleaned up.I also want to explain why it's taken us so long to get in touch you may have heard that we experienced and IT fault on the weekend of [redacted] May Well as you can imagine we've been inundated with claims from passengers because of this this means that we're finding it hard to reply to everyone as quickly as we'd have likedThanks again for getting in touch with us We appreciate your support and I hope despite this experience we'll get the chance to welcome you back on board again in the future Please feel free to contact me directly by using the blue link below if I can help you with anything elseBest regardsRichard S [redacted] British Airways Customer RelationsYour case reference is: [redacted] =========================================================Dear [redacted] Thanks for sending me the requested bank details.I'm pleased to say I've set up the bank transfer for $as previously advised The money will be sent to your [redacted] account in the next working days.Thanks again for following this up with us I'm sorry for any disappointment caused If there's anything else I can help you with, please let me know.Best regardsRichard S [redacted] British Airways Customer RelationsYour case reference is: [redacted]

The following email was sent to [redacted] on **Jul15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received If you wish to send us a reply please use the link at the bottom of the email [redacted] Dear [redacted] Thanks for getting back in touch with us via the Revdex.com I'm really sorry to hear you feel your complaint hasn't been resolved, and that my response didn't make senseIn the first instance, the online form should be used when requesting a refund for paid seating I know you said in your first email you'd already filled this form in, which is why I've been in touch with our Refund team so they can confirm if the refund has been processed yet, and if not, can it be done now I'm sorry my email made it appear I was contradicting myself This wasn't my intention As I said before, I have contacted our Refund team, and as soon as they've replied I'll let you know.Thanks again for getting in touch If you need help with anything else, please contact me using the blue link belowBest regards [redacted] British Airways Customer RelationsYour case reference is: [redacted] Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:> [redacted] Please do not send payment card details via email [redacted] OTHER CONTACT INFORMATION [redacted] If you have a general query about British Airways or your journey with us, you can ask your question online:http://www.ba.com/yourquestions [redacted] LEGAL INFORMATION [redacted] This email was sent to you by British Airways Plc - [redacted] ***, [redacted] (To find out more, click here www.ba.com/aboutba)This email is intended solely for the addressee(s) and the information it contains is confidential If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] As I have been saying, USCIS (United States Citizenship and Immigration Services) does not issue an I-form extending the validity of an expiring 10-year green card of a permanent resident like me who has no conditions attached to the green card, by one yearI also submitted a USCIS document to Revdex.com with this complaint stating that extension stickers are usedExtension stickers do provide immigration benefitsI am submitting it againI have confirmed it twice by visiting USCIS office in Milwaukee, Wisconsin in person.The compensation ($460) offered by British Airways is very low compared to my loss (direct damage of $1000) Also, the roundtrip British Airways fare for Chicago-Mumbai-Chicago journey for Janis about percent higher compared to Jan($in Janfor [redacted] Jan.- [redacted] Jandates compared to $in Jan2015, which shows an increase of almost $in one year)The $eVoucher they offered is not even enough to offset this increase.British Airways has the second most expensive fares among airlines on [redacted] with just Singapore Airlines charging moreTurkish Airways' fare for the same dates in Janis lowest (only $919) compared with $of British AirwaysBritish Airways taking an action againist their airport agent in Chicago does not solve my problemsAlso, incorrect knowledge of staff of British Airways and its inconsistent execution is not limited to Chicago's O'Hare Airport and Mumbai's CSI Airport, it exists at London's Heathrow Airport as wellMy green card with extension sticker was examined at London's Heathrow Airport on the way from Chicago to India and no objection was raisedThe staff of British Airways in Mumbai who denied me boarding said,``If we allow you to fly, you will be sent back from UK to India and British Airways will be fined pounds for carrying you.'' As per this, the staff of British Airways in UK should have sent me back to ChicagoWas British Airways fined pounds for carrying me from Chicago to Mumbai via UK?Whether my ticket was refundable or not does not matter, my loss was caused by mistakes of employees of British Airways and they should adequately compensate me for thatIf British Airways has a genuine desire to compensate me adequately for direct loss, I am sure that there is a person at British Airways who has the authority to issue much higher refunds or eVouchers than what they offered meWhy are they using refundability of the ticket as an excuse to offer a very low compensation to me? I have uploaded one more USCIS document with relevant portion highlighted with my notesThis document clearly states that I-letter is given to people who acquire U.Spermanent resident status through marriage or entrepreneurshipI do not fall in this categoryNot all U.Spermanent residents are same and not all U.Sgreen cards are same-there are categories and there are categories within categoriesThe staff of British Airways simply does not understand the complexity of immigration law and the diversity in the immigration documents issuedThe naive responses that British Airways has been sending will not stand up in court.To satisfactorily compensate for my direct loss, British Airways should credit $more to my credit card or send a check in this amount or issue additional eVouchers worth $each, with total value $2500, usable at any time over the next three years for any passengers, as long as I make the bookingI have acquired legal adviceI have also contacted House Aviation Subcommittee in Washington DC about this matter In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

The following email was sent to [redacted] on **Jul15:**Please DO NOT reply directly to this email by using the ‘reply’ function on your personal email settings, as it WILL NOT be received If you wish to send us a reply please use the link at the bottom of the email [redacted] Dear [redacted] ***I understand you remain unhappy with our response and I'm really sorry you're feeling let down I would also like to apologise that it's taken us longer than expected to reply to you.I can see from your comments that you're annoyed we haven't investigated who the agent was that you spoke to I'd like to assure you we can see the name of this agent in your booking My colleague, Heather, ensured your feedback was sent to the line manager of the agent in question, so this could be dealt with internally I realise you would like us to offer you a gesture of goodwill, as an apology for the service you received When we receive a complaint about our staff members, we wouldn't usually offer any Avios to our customers Our main focus is to feed any comments back to prevent it from happening in futureHowever, I realise you're particularly disappointed with the service you received when you spoke to us To show you how much we appreciate your support, I’ve added 5,Avios to your Blue Executive Club account Please accept them as an apology Subject to availability, you can put your Avios towards future bookings or use them to upgrade your class of travel next time you fly with us They can also be used for hotels and car hire Please visit [redacted] to find out more.Thanks again for contacting us about this and for giving us the opportunity to respond to your concerns I hope we can show you British Airways at its best on a flight soon and if there's anything else I can help you with, please don't hesitate to reply to this email using the blue link belowBest regardsLexy R [redacted] Senior Service Recovery ExecutiveBritish Airways Customer RelationsYour case reference is [redacted] Please use the following link to send us a reply and quote your case reference [redacted] in any correspondence with us:> [redacted] Please do not send payment card details via email [redacted] OTHER CONTACT INFORMATION [redacted] If you have a general query about British Airways or your journey with us, you can ask your question online: [redacted] LEGAL INFORMATION [redacted] [redacted] [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am NOT satisfied with the response. I will be satisfied when British Airways refunds the rebooking fee. As I said before, the huge and badly managed Passport Control line in the Munich airport was responsible for me getting to the gate 20 min before the departure. The BA personnel could have let me on the plane, they also could have graciously accommodated the circumstances that were out of my control and made me a satisfied customer by not charging the rebooking fee to begin with. Instead, they chose to make money on me for doing nothing. I am still asking for the refund of the rebooking fee. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Refund has been received Sincerely, [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Sincerely, [redacted] ***

The following email was sent to [redacted] on [redacted] :Dear [redacted] Thanks for contacting the Revdex.com about the [redacted] double Avios promotion We've received correspondence from the [redacted] and they've confirmed that the double Avios from November were added to your statement in December They've clarified that the December award is the November spend bonus Therefore you were awarded with a total of 10,Avios as per the promotionHowever, I understand you're expecting an additional 8,Avios to be credited to your Executive Club Account If it's not too much trouble, please could you provide a copy of your statement? I will then liaise with our Executive Club and the [redacted] to see why the additional Avios have not been credited You can use the following link to upload your statement Once I've received this, I'll be able to investigate for you [redacted] Thanks again for taking the time to contact the Revdex.com and for allowing us to respond I look forward to hearing from you soon Best regardsDanielle D***Senior Service Recovery ExecutiveYour case reference is: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI will send my complaint to [redacted] Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Dear Sir/Ma’am,Thank you for your quick answer.The reasons I think this case is unresolved and should be re-open are:1- Based on the Montreal Convention: At days any delayed baggage is considered lost, even if the airline delivers it after that periodMy luggage was returned after days, broken with important missing content.At the bottom of every claim in British Airways website (ba.com), before the SUBMIT button, there is highlighted section that says: “WE HAVE A LIMITED LIABILITY RELATING TO CLAIMS FOR CHECKED BAGGAGEOur liability is based on the Montreal ConventionThe applicable limits of liability in the case of destruction, loss of, or damage or delay to baggage on a flight operated by British Airways or a European Union British Airways franchise carrier is 1,Special Drawing Rights (approximately GBP or EUR 1,320, or USD 1,625)In line with other airlines, we cannot accept claims for damage or loss to items in checked baggage which are fragile, perishable or of special value.” Please, check at: [redacted] 2- British Airways ignored every single case I opened about this case, did not try to help me in any way with problem the caused (they lost of my bags and I was traveling along with two children), ruined completely our vacationsWhen you call to Customer Services, the forward the call to Customer Relations, where they never answer or after a while you receive a message saying: “The lines are busy due the high volume of calls, use the website to contact Customer Relations"For my time and troubles, I am requesting another way of compensation, could be money or miles Sincerely, [redacted]

The following email was sent to [redacted] on **Feb17:Dear [redacted] ***We've been contacted by the Revdex.com about your issues with excess baggage charges for your flights to Accra in December I'm sorry this hasn't been resolved yet, especially as it's far from a complicated issue I realise how frustrating this must be for you.I'm unsure why my colleague originally advised we would resolve this by making a bank transfer to your account, only to then refer you to our Refunds team when you provided your bank details This was clearly a mistake, and I'll make sure this is fed back to their manager.I'm happy to arrange a bank transfer for $to cover the incorrect charge for your bags However, as a fully audited department, we will need a copy of your credit card statement showing the charges made Without these, we can't continue the claim, as it wouldn't comply with our strict audit criteria I assure you, once we have this information, the claim can be settled within a matter of days The easiest way to send us a copy of your credit card statement is via this link: [redacted] I apologise again for the delay in resolving this, and hope this can be rectified soon I look forward to hearing from youBest regardsNigel S [redacted]