Apologies, there was a delay in sending my LBA as I had much going on. Sent LBA yesterday 6 August and was received today by Smile.

Has anyone been successful at LBA stage? Hoping it doesn't go further but looks like it might.

I am sending LBA today by recorded delivery 1st class 8) as I have not heard anything from Smile since I gave them 14 days to pay back my charges.

Hi, Will carry on and see what happens with LBA but probably not have any luck:(

Deadline is today and no money in my account yet so LBA next

This secure message just received, Hello Ms ***** I'm sorry you're not happy with us at the moment. We do aim to resolve all complaints as quickly as we can. However, due to the large volume of requests such as this, it can take a little longer than we would like. As per our complaints procedure, we will update you if we can't resolve it within 4 weeks and then we have a further 4 weeks, which is in line with the Financial Services Authority. Thanks Jayne PS. What do I do now?

After sending a secure message and calling Smile and telling them they have 14 days to refund my charges, I received two secure messages and a letter saying it will take 4 or 8 weeks.

Jamjaruk, It is best to send it by post as they will probably ask you to agree to a £10 fee when you send a secure message. I did both secure message and recorded deilvery. Received it 14 days later.

Got a letter from smile too. a holiday to South Africa would be nice lol

Next message from Smile: Hello Ms ***** I'm sorry that you are unhappy with the 8 weeks we may need to fully investigate your complaint. smile consider any sign of disatisfaction as a complaint and therefore it must follow our complaints procedure. Thanks Jackie

I have told them that it is not a complaint and they got until 26 July.

Received this secure message from Smile today. Hello Ms ***** Thanks for letting me know about your problem. I'm really sorry to hear you've had trouble with charges on your account. This is just to say I'll be looking into your complaint and I'll get back to you as soon as I can with a full response. Please be aware this may take upto 4 weeks in line with the Financial Services Authority regulations, although we aim to respond much faster. Thanks again Jackie Burgess

Thanks Sea-sidelady, much appreciated:)

Yey lol might have double celebrations then !!!

Yeah will do with £10 cheque and thanks again, ur a star!