I totally understand it is a busy time for you all and through circumstancees woth coniv -19. It's not easy, however your customer care to us have been far from good. Yesterday we got told through the online customer service chat that we can not get out money back, but we will get voucher which we can redeem any time, only valid for 1 year, to which we where adviced NOT to claim the voucher until we want to go away as it is only valid for 1 year..., I was told our final holiday payment has also been cancelled and would not be taken from our account .. however today surprisingly the remaining balance was taken from our account, I have been speaking online to a agent (again as you cannot actually speak to a human) who quite frankly is appalling, and we are told because we haven't redeemed our voucher online the final payment has to be paid.... we where not told this yesterday.... Unable to actually speak to a human...... agents take 15 plus minutes to respond to one message...... far from acceptable The communication throughout had been shocking, By law and in their own T&C we are entitled to get out money back ...... This will go further and we have seemed legal advice to claim back out money.... This shouldn't be happening,