Simon Smith

@EpicWinningMaz 🎄🔁 Devon to London and back again for Christmas, no queuing at Solstice or in London Town

I was expecting to hear more about queues. Anyone? 😲

@mradknight Hope they remembered to take Kevin this time 🏡🥺

@bppulseuk Thanks Jay, I think I'm being generous when I say I've invested at least 10 hours of my time to date. Just want a fair resolution

@CreativelyLate Appreciate it Simon, as discussed. We appreciate the cooperation to get over these communication hurdles. Jay

@bppulseuk Any chance you could give me an update on my VERY lengthy outstanding cases including a significant amount of credit owed?

@bppulseuk Just sent a DM now

@CreativelyLate Hello again Simon. Would you please send the body of your email in this recording to us in a direct message and I'll pass this straight onto our complaints team? I've discussed the situation of your emails failing to come through. Determined to get this resolved. Jay

@bppulseuk Here's the email

@CreativelyLate Hi Simon - sorry Simon no recent reply from yourself on case ref. 26076035....can I ask what the reply is with regards to ? Agnes

@bppulseuk I know someone has seen it. But it's been sent via my email starting y6ss

@CreativelyLate Evening Simon - just to refresh my memory ,as don't see your email address or case ref. number mentioned in any of the recent conversations - can you please let me know what to look for on our system ... Thank you in advance , Agnes

@bppulseuk Hi Agnes, I've just managed to reply. I hope you can understand but I'm looking for a swift resolution, some of these issues are now several years old!

@CreativelyLate Hi Simon, understandably but unfortunately any claims , complaints , refunds have to go via our internal system and your case ref. is the best way to communicate , please make sure that you are pointing out your frustration as the case is with the correct / senior team, Agnes

@bppulseuk Agnes, tbh I'm so tired of having to chase this. I'm incredibly frustrated right now! I will reply as soon as I can spare the time.

@CreativelyLate Hi Simon - can you please reply to this email, as don't see all the info here via social media posts..regards Agnes

@bppulseuk Hello, I've just received an email from someone who has not read the case notes and has given an extremely unhelpful reply

@CreativelyLate Thank you , Agnes

@CreativelyLate Hi Simon , have checked your case 26075035 again and no recent email replies visible, case is closed and the last visible email there is the email from Eugene dated 30th of November , have just emailed from the case now asking for your response , Agnes

@bppulseuk I'm just received another email which I've just replied to again

@bppulseuk Any update? It's now a full 7 days since I sent my reply! I would really like an end to this saga!

@CreativelyLate Hey there Simon, I've raised this with the platform management team as, once again, not seeing any response having come through. I've checked for any other records too. Would you please send a new email to heretohelp@bp.com rather than in response to confirm if this arrives? Jay

@bppulseuk John I've resent it bp pulse - case: 26075035

@CreativelyLate Hi Simon! Thanks for letting me know - seems your reply may not have come through to us. You could either retry replying to our most recent email, or you could send it through to heretohelp@bp.com, and DM us the case number, so I can find it and add it to your original case. John

@bppulseuk Hey Jay for case 26075035 a reply was sent on Friday 1st December at 16:55 to Eugene at heretohelp@bp.com. If you want me to resent could you let me know where?

@CreativelyLate Hi Simon, just had a look at your case and I cannot see a reply in our records from you since our latest outbound email. Additionally, I can not find a duplicate case which may have been created when emailing us. Would you be able to resubmit your reply to the previous email? Jay

@bppulseuk Hi Jay, unfortunately I haven't received a reply from my last email on Friday, would you mind chasing this for me?

@CreativelyLate Good afternoon Simon, after following this up earlier with our senior team, I can see that they've been in touch. We have received your response and the team will review and reply as soon as they can. We appreciate the details and clarity for the case. Jay

@bppulseuk Ah I see. So I still need to wait for senior leadership to rectify the multiple charging failures, the non communication over an 18 month period and the £70+ invoice received as an admin error?

@CreativelyLate Hi Simon , got some update firstly only regarding your RFID card- new card has been issued and is on the way to you , the refund case is still under the review as requires investigation by the senior team , Agnes

@bppulseuk Thanks for the update Agnes. Is that a preloaded RFID card as the card that it's replacing is? Can you DM me the figure that's been preloaded on the card! Warm Regards

@bppulseuk Thanks Jay.

@CreativelyLate Much appreciated Simon, can see that the latest update on the case was Friday. I'll chase up the team who currently has this case passed up to so we can get further investigation and a response back for you. Jay

@bppulseuk Case Number: 26075035 simons88@hotmail.co.uk

@CreativelyLate Hey there Simon, certainly. Would you please provide me with your name, email address and amount of credit owed so I can investigate this for you? Jay