My wife and I failed to communicate effectively and both set up THS accounts. Only one was fully completed but both were paid for. We’ve tried to explain the situation and request a refund for what was a very genuine and obvious oversight. We’ve been unable to get past the bot despite multiple attempts and then providing poor ratings for customer service. Any suggestions as to how to contact a bona fide customer service rep would be appreciated.
1 Like
Tell Frankie the bot you want to “speak to a human”. I understand that you may need to do this twice. This will lilely be most successful during UK working hours.
5 Likes
There are live agents available 24 hours a day.
1 Like
Hi @Leesara01
I’ve checked in with Member Services and can see that they’ve dropped you an email, asking you to get back in touch to confirm the email of the account you’d like refunded.
If you get back to them when you’ve got a moment they’ll be happy to sort this out for you.
Moving forward, I recommend following @Debbie 's advice and that will get you connected to someone. 
Jenny
2 Likes
Thank you. Because we haven’t actually used the service yet, we don’t have access to the phone numbers. This is helpful.
Thank you, Jenny. We haven’t received any emails yet, but I will try asking the bot to connect to a human.
I often don’t receive e-mails that member services say have been sent to me and when I’ve checked they don’t go into junk or spam folder either .
1 Like
I’m sorry it didn’t reach you - I can see that it’s the same email that you used to sign up for the Forum so I’m not sure what’s happened.
I can confirm though, that we received your chat message, so someone will get back to you soon. If you don’t hear back within the next day or so please let me know.
2 Likes
I’ve also had trouble reaching a human. Just posting this to ‘bump this’ as a concern regarding TH customer service
1 Like
Hi @MeowDC
I had a quick look and can see that the team needed a couple of days to get back to you due to a high level of enquiries - apologies that you had to wait as I know you would have been keen to get things sorted out.
It looks like one of our team have been able to get things sorted out, but if there’s anything else you were looking for follow-up on, please let me know!
Jenny 
I sent an e-mail to support on 23 June and got a reply ( saying that the issue would be looked into )8 days later - on 1st July .
A turn around of 8 days before an e-Mail is read doesn’t seem like good customer service .
3 Likes
I’m really sorry to hear you had to wait a bit longer than expected - I know that the team are working really hard to get on top of things - but I understand you’ll have been keen for a response a bit sooner than that.
Has your enquiry been resolved now or are you still waiting for any follow-up?
Yes it appears that it has been resolved .
1 Like
Thanks for letting me know @Silversitters 
1 Like