I am writing to bring to your attention some serious issues I encountered while using your NCP Scarborough Balmoral service, both in May and again today. During my visit in May, I experienced significant difficulties when trying to exit the car park. The app was unresponsive, causing a frustrating delay about 15 mins before I could leave. While that experience was already concerning, I decided to give your service another try today, expecting that such issues would have been resolved. Unfortunately, today's experience was even more disappointing. Upon entering the car park, the app failed to open the barrier as expected. A staff member advised me to take a ticket instead, which I did. However, I later discovered that the app had already charged me for parking, and I was also required to pay using the ticket when exiting. Despite explaining the situation to the staff at the machine, it took 30 minutes to resolve the issue, during which time I was subjected to verbal abuse from other drivers behind me. I find it difficult to understand how a company of your stature could allow such poor service at one of your locations. Not only have I been charged twice for the same parking session, but I also experienced severe emotional distress due to the aggressive behavior of other drivers, which I believe was exacerbated by the fact that I am not a local and of Chinese descent. This incident left me feeling deeply hurt and discriminated against. I kindly request that you take immediate steps to improve the service at this location to prevent such incidents from happening in the future. Additionally, I ask that you refund the double payment I was forced to make today. I trust that you will address these concerns promptly. If these issues are not resolved, neither I nor my friends will consider using your services again. Thank you for your attention to this matter.