"Customer Service and Fees"

I received a cancellation charge from you which I have tried to seek help with numerous times from several unhelpful members of staff when I was clearly agitated at the application of the charge at the time.

I was supposed to attend the appointment but my insurer let me know on the day that they wouldn't be covering any further checkups and being a student I am unable to afford the appointment out of my own pocket. If the scenario had have been my fault then I wouldn't mind paying the fee but I strongly feel that these circumstances were out of my control and with nobody that I spoke to offered any kind of help.

I spoke to one member of staff and they just wanted to pass me off as quickly as possible and ended up hanging up after offering no constructive input into my problem. To be honest I find the level of customer service offered at the wellesley disgusting.

Everybody seemed more than happy to pass me around each department so that I would leave them alone.

The person in the central finance team was the first person in 3 people that actually seemed interested in helping me resolve the problem and gave me some kind of advice on how to resolve the issue.

All I was met with was "there's a charge for that" and after explaining the situation everybody I spoke to didn't really seem to care or try and speak to anyone that would be able to help or raise it as an issue. If this is the standard for your customer service then I genuinely feel sorry for anyone who has a problem and has to deal with a very unempathetic and lacklustre team. It's all well and good saying its run like a business but last I checked, most businesses are required to offer a level of help to people who are clearly distressed when they don't agree with a process or feel as though they have been wronged without a decent explanation.

All they managed to do was agitate me further with their attitude and I now want to complain about the charge and the unsatisfactory level of customer service.

Having complained and not heard anything I thought it had been resolved until I get a bill through for more than the cancellation fee from the consultant which is unfair.