I appreciate that this service was able to get us money back. If it were purely on outcome, I would give a rating higher. However, there was a mistake made on your end regarding payment. It was not communicated well. The error was on your end, and then someone closed out my file before confirming if payment was received. I had to reopen the file. Then I was asked to send a banking screenshot of the failed transaction - is that a serious question? What would I be taking a screenshot of? My personal banking details? That feels very offputting. Nothing was sent - there was no transaction because there was an error and payment was not delivered to my bank account. I understand that mistakes happen. The situation has been rectified and payment received. However, taking some responsibility and softening your communication would have been a better approach.