Hi Daniel,
Please accept my sincere apology regarding the unpleasant experience you endeavour, let me know assure this is not the way we operate and take your feedback very seriously and will take necessary action to ensure this doesn’t happen again.
We take pride in what we do but clearly we have missed a mark here, staff member informed me about the issue you had, unfortunately I couldn’t get in touch with you earlier as I didn’t have your details prior to your feedback, i was able to retrieve details from the check number you provided in your review.
We take complaints very seriously and respond right away but unfortunately due to the lockdown complaint team in the head office is only working limited days due that there has been a long delay in getting back to you.
I have also emailed on your personal email, which outlines more detail.
Thank you.