Refund of incorrect cancellation fee

ELinton

I recently needed a locksmith for a house that I own but don't live at. I contacted Easy Services (found on Yell) and booked an appointment - I had to give my debit card details over the phone to be able to do this.

On the day of the appointment I took time off work and waited for over 4 hours, but no-one turned up. I rang to ask where the engineer was, and but they said they weren't getting any answer on his phone. Finally at 5pm I left to go home and rang Easy Services to arrange another appointment, which they set up for the following morning.

I then tried to rearrange my work schedule to take more time off work, but was unable to do that due to prior work commitments, so I rang Easy Services at 8am to explain the circumstances and said that I'd ring back after the Easter weekend to sort out another appointment.

The next week I noticed that I had been charged £93.80 and they'd taken the money from my account. When I rang to query it, I was told that it was because I had cancelled the appointment at short notice. It took another three phone calls and an email, to get to speak to someone who was able to deal with it, and she promised faithfully that they would send out a refund by cheque. That was 2 mths ago and I still have not received anything, despite ringing every week. They've promised twice now to send a cheque by recorded delivery but still nothing.

What can I do about this? I don't believe that they will pay me back, and this is a lot of money to me.