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Hi everyone,
I need advice in regards to an email I received from LCS in regards to my father-in-law.
He lives abroad and he came to the UK during covid so we had to book the PCR tests with CMT.
Unfortunately at the time, we booked the tests with the wrong arriving airport but we did notice as we finished booking to tests.
We contacted the CMT helpline who advised to book new tests with the correct airport and to ask for refund of the ones that were wrongly booked, which we did.
Timeline:
The booking was made at 9:02 pm on XX/YY/2021.
A phone call to your call centre was made at 09:06 pm on same day
The form was submitted just after this AFTER DISCUSSION WITH YOUR CALL CENTRE (02074299983) - (I have a print screen of the confirmation dated 09:14 pm on the same day)
A new booking with correct details was made at 09:26 pm on same day.
CTM answered to my form almost 2 months later advising:
"
however, their Terms and Conditions advised:
"Cancellation Policy
After the kit has been delivered, the Covid testing package is non changeable and non–refundable.
If your travel plans change and you no longer require the test kits, a refund will be provided if you cancel via this link, 24 hours prior to your planned arrival into the UK.
QUARANTINE REFUND & ADMIN REQUEST LINK
This is the only method by which a cancellation can be requested and processed.
If you book a test kit in error, we will cancel and refund in full, providing you complete the cancellation link (above) within 8 hours of making the booking
If you fail to follow the registration instructions provided with your test kit and this results in a delay in NHS T&T providing your test results, no refund will be provided."
So we fulfilled the criteria (within 30 minutes we had requested the refund), but they just ignored their own policy. As a result I submitted a formal complaint by email on the same day and opened a dispute with AMEX for the payment, which decided on my favour and issued me a refund on my card.
I am now being contacted on my email (which was the email I provided when I bought the kit for my father-in-law), by LCSdr as per below:
Subject: "Urgent - Our client, DHSC, is trying to contact you, ref: hahaha"
Dear Mr XYZ
Our Ref: HAHAHA
Re: Invoice HEHEHE
At LCS we work to achieve the best outcome for both our clients and customers who find themselves with overdue invoices. Our client, the Department for Health and Social Care, has asked us to verify your postal address so that they can issue your CTM invoice in relation to the Government's managed quarantine scheme.
You can send your contact details via email to contact@lcsdr.com. Please include the reference HEHEHE in the email subject field. Alternatively, you can call us on 0344 543 9060*.
If there's any queries about this email, please contact us using the above details.
Yours sincerely
LCS
"
Just wondering if I should reply (and what should I write) or just ignore the e-mail.
Thanks for your help!
I need advice in regards to an email I received from LCS in regards to my father-in-law.
He lives abroad and he came to the UK during covid so we had to book the PCR tests with CMT.
Unfortunately at the time, we booked the tests with the wrong arriving airport but we did notice as we finished booking to tests.
We contacted the CMT helpline who advised to book new tests with the correct airport and to ask for refund of the ones that were wrongly booked, which we did.
Timeline:
The booking was made at 9:02 pm on XX/YY/2021.
A phone call to your call centre was made at 09:06 pm on same day
The form was submitted just after this AFTER DISCUSSION WITH YOUR CALL CENTRE (02074299983) - (I have a print screen of the confirmation dated 09:14 pm on the same day)
A new booking with correct details was made at 09:26 pm on same day.
CTM answered to my form almost 2 months later advising:
"
| Dear YXZ In reference to your booking AHAHA you are advised the status of your refund is as follows NO REFUND DUE. The following reason has been provided: Dear Sir/Madam, Thank you for your email. Unfortunately, we are unable to refund the COVID test package. The COVID test packages are non-refundable and non-changeable, and the terms and conditions associated with the provision of the Covid Test Package (which are fulfilled by NHS Trace) are set by UK Government and not CTM. Kind regards CTM Team." |
however, their Terms and Conditions advised:
"Cancellation Policy
After the kit has been delivered, the Covid testing package is non changeable and non–refundable.
If your travel plans change and you no longer require the test kits, a refund will be provided if you cancel via this link, 24 hours prior to your planned arrival into the UK.
QUARANTINE REFUND & ADMIN REQUEST LINK
This is the only method by which a cancellation can be requested and processed.
If you book a test kit in error, we will cancel and refund in full, providing you complete the cancellation link (above) within 8 hours of making the booking
If you fail to follow the registration instructions provided with your test kit and this results in a delay in NHS T&T providing your test results, no refund will be provided."
So we fulfilled the criteria (within 30 minutes we had requested the refund), but they just ignored their own policy. As a result I submitted a formal complaint by email on the same day and opened a dispute with AMEX for the payment, which decided on my favour and issued me a refund on my card.
I am now being contacted on my email (which was the email I provided when I bought the kit for my father-in-law), by LCSdr as per below:
Subject: "Urgent - Our client, DHSC, is trying to contact you, ref: hahaha"
Dear Mr XYZ
Our Ref: HAHAHA
Re: Invoice HEHEHE
At LCS we work to achieve the best outcome for both our clients and customers who find themselves with overdue invoices. Our client, the Department for Health and Social Care, has asked us to verify your postal address so that they can issue your CTM invoice in relation to the Government's managed quarantine scheme.
You can send your contact details via email to contact@lcsdr.com. Please include the reference HEHEHE in the email subject field. Alternatively, you can call us on 0344 543 9060*.
If there's any queries about this email, please contact us using the above details.
Yours sincerely
LCS
"
Just wondering if I should reply (and what should I write) or just ignore the e-mail.
Thanks for your help!
