Re: One of my pet peeves
"Almost worse than that there is the deliberate delay in accepting responsibility when something goes wrong."
In this case it's even worse. According to TFA in the first place they called her and even then she had problems getting back to them. And knowing something was wrong they still kept debiting her card. OK, if they stopped taking bookings it would have cost them some business but keeping doing this knowing they were debiting the wrong account they must surely have been committing fraud. At the very least they could have started issuing credits to her account to counter each debit their system made. In fact it's difficult to find anything in this account that they did right.
It sounds as if there was nobody on watch empowered to make decisions nor any means of quickly reaching anyone who could.
Biting the hand that feeds IT
