La Touraine

Ms [redacted] , I am writing you in regard customer concern ID [redacted] Thank you very much for bringing this to our attention I am happy to say that the matter has been fully resolved Please be advised that in response to your letter, we responded directly to the consumer via email and left a message with your office while we looked into the matter We engaged in an ongoing exchange with the consumer while we investigated his complaint While the user indicated that he spoke with us directly, he was actually in contact with our third party payment processor This slowed the resolution slightly We offer a 100% satisfaction guarantee and we never intentionally mislead our members.In this particular case, the refund should have been granted pursuant to the contact with the customer service provider Unfortunately, there was some miscommunication due to an error by an employee of a third party vendorOnce we confirmed the consumer’s account information, we were able to issue a full refund The payment processor has advised us that the customer service agent that incorrectly refused to issue the refund has since been re-trained, in order to avoid any similar issues in the future As noted above, we have been in direct contact with the consumer and fully resolved the matter related to the credit card charge The consumer has confirmed via email that the matter has been fully resolved Please do not hesitate to call or write with any additional questions or comments Thank you