For some reason, no confirmation was forthcoming from your website, and it went back to the home page.

On trying the chat service, the young lady Holly, provided by your third party chat facility could not explain what had happened to the order, yet she did say she could see the card details. She then went on to say that the money was being being held by the Bank. And cut and pasted the FAQ from your website. Having contacted the bank, Barclays in this case, they say that the money has been credited to just eat, so… It’s gone.

Two things concern me, 1) who do you use to collect the money, ie which clearing company. 2) the bank say say the account has been debited.

Clearly your system is not working and your deal with Provide Support needs looking at. Frankly it would be better if your staff dealt with your enquires rather than someone else.

So, from my partners position she was told no money was taken, yet money has been. The takeaway had not received an order as she contacted them and they actually trade under a different name.

Your website states that.”the money is being held by your bank” this is patently not true. Your website does not state whom you use as a third party payment provider. As I work in the web I do find this odd as every website we build states clearly who we are integrating with.. I.e Sagepay, Worldpay etc. After some pressing in a later phone call to Provide Support she was told that the third party was called Cyberforce. We eventually had to tell her it was actually Cybersource.

I wanted to go straight to you rather than go though your firm as, like me sometimes complaints don’t go all the way to the top.

Your comments will be welcome. At the moment my partner won’t be using you again and as a fellow Internet entrepreneur I suggest this act needs to be cleared up.

Thinking it through the actual fulfilment of these transactions could well be causing you some headaches as i can understand the weak points in the chain etc. I doubt that this is the first or last complaint you will/have had.