To: The Customer complaints department. I am writing to express my huge disappointment with TOPSHOP having managed to destroy the festive period for my wife and I. This as a result of your shear ignorance ,negligence and incompetence. On a Christmas shopping day to YORK on the 23.12.2018 I purchased 2 x £150 gift cards. Having made the purchase the store assistant explained though the transaction was complete she needed to retain the card to do a security check for items of £300 or over. The following day (Christmas eve) I was horrified to see that my bank statement read that TOPSHOP had taken £600,one by TOPSHOP itself and the other by their credit agency. As if this poor service wasn't enough and to add insult to injury in trying to reclaim the funds I found the customer support services process to be a complete farce. * Firstly I rang the York store the next day and after numerous attempts of up to 1 hour later I still could not get through. * Next I rang customer service and was told I would receive a call back from a Line manager, no call came back. * I called again and was told they had issues with there phones, I was given an optional manager in York to call, this turned out to be a TOPSHOP call centre in Merseyside who could not help. Finally I got through to the York store after a very long wait and was passed to an extremely rude staff member who kept us waiting then said that this was a common problem with duplicate card payments and that nothing could be done so phone the bank. My wife tried to explain very nicely that she had already called the bank and that TOPSHOP needed to stop the pending payment but this robotic insensitive employee wouldn't listen. I would like to thank TOPSHOP for truly wrecking our Christmas and I will never again have the confidence to spend a £ of my money. Maybe the sum of £600 out of your account is insignificant to them but to others it is an awful lot of money. As I am struggling currently to recover these funds in recovering I have no option other than to use either the media, social media or a small claims court. TOTALLY DISGUSTED. Mr B.Carroll