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.
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.
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There are live agents available 24 hours a day.
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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
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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 .
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.
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