Hi ruston033 - welcome to ThePOGG.com!
As a UK citizen and as we are the officially appointed Alternative Dispute Resolution service for Xtips there is certain information we have to provide you now.
You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/
To summarise.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
The above is somewhat clunky but a necessary part of the process for any complaint that comes in under ADR procedures.
If you have any questions about the above, let me know.
Regarding your complaint - while I will ensure that XTips are contacted asap I do suspect that this is an issue that will resolve itself with a little patience. I understand how frustrating it can be to have to wait for a withdrawal to be processed and I'd agree that it's not a great confidence builder that these delays have occurred, but the operator appears to have been honest with you regarding issues at their end and while the customer support department may not be privy to the exact nature of the issues I don't see any reason at the present time to believe that this issue isn't being addressed by the relevant departments.
I'll get in contact with the operator when our contact point returns to the office on Monday and see if I can get you a clearer explanation of what's going on.
Thanks,
ThePOGG
