My one-year membership ended at the beginning of 2023. I ensured there was no active automatic renewal, and I received confirmation of my cancellation in writing. Two months later, the Trust started taking monthly payments again - for MORE than the original direct debit. I’ve sent two emails and made four calls during the past few months (during which I was kept on hold for up to 45mins each time), and despite their acknowledgment that my money was taken in error (THEIR error), they have yet to refund me. Each time I call, I’m fobbed off with, ‘It’s with the financial team; you’ll receive your refund in 5 working days.’ The same false message was repeated to me during this morning’s call, and I have no doubt that I’ll be phoning again in 6 days’ time to be told the same thing.When I enquired about escalating my complaint, no information was given to or taken from me; I was simply told I would hear a response to my complaint (which I was not allowed to make) within 10 working days. What a JOKE this organisation is.
