I went to change the owner details for my 2 cats and register one as missing. Nowhere on the website does it state that the registration fee doubles to £44 if your is already missing. They duplicated this payment so they ended up charging me £100 instead of £60 and despite sending an email a week ago proving the overpayment and requesting a refund I've not received a response. Average waiting time on the phone is 15 minutes and they don't seem to know an awful lot when they do finally answer. They were apparently going to send me a missing cat poster that I could print and contact local vets, cat rescues and organisations to report my cat as missing but they did none of this. I will be requesting a refund and using a different service from now on.