Last year I adopted a cat from a person who lives quite far away from me. From that time, I'm trying to register cat's chip under my name. The person who had her before me, gave me full access to her identibase website as she's not very good in computing. I've tried to call you for quite some time. Without success. During the lockdown it was almost impossible to contact you and I tried. I almost gave up, but I found out that with premium access I can change things over the internet. Not only it didn't work, but I needed to call you (where it's almost impossible) to turn the premium off! I gave up for some time and after few months, I started again. This time, luckily, I've managed to speak with someone. I told him I want to change my cat's ownership and I want to cancel the premium as it's paid by my debit card. He told me that I need to send him my contact information and he'll do the rest. I've waited for a long time, the previous owner wrote me a message that someone from identibase cantacted her. I thought that everything is going on the right track, but I was wrong. Not only they didn't cancel the premium, but they told me that the card is not on the system/ I can't cancel my card, it needs to be done by owner. Basically if my card was stolen and put in your database, there's nothing I can do? Is your company on the same side as identity thieves? I paid much more in the premium, which I didn't use, that I don't think it's fair to pay you extra for registering my pet under my name. If there was an option to cancel the premium without the need to contact you, that would be my fault, but there isn't. I tried to call you today, but again, the line is closed. Just to summarize how it looks like from customer perspective. When you click to re-home a pet on the website it says that you should call the information line, whereas the automatic secretary says rehoming pet is not possible to make it by call.