ATM malfunction at Secure Trust resulted in lost funds

The situation with Secure Trust has gotten worse. Now they're claiming I never purchased the delivery service, despite me providing the receipt and reference number REF-90968598 multiple times.

Dear customer, I am reaching out regarding your recent complaint about our subscription plan. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Support Team Lead at Secure Trust, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $462.90 to your original payment method 2. Added a $462.90 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-90968598 for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, Avery Clark Support Team Lead Secure Trust

ComplaintNest Administrator Notice: This complaint has been verified and documented in our system. We have notified Secure Trust of this issue through multiple channels. They have acknowledged receipt of this complaint on April 19, 2025 and have assigned it reference number REF-90968598 in their internal system. We recommend continuing to work directly with the company while we monitor the situation. Please update this complaint if you do not receive a satisfactory response within 10 business days. ComplaintNest Resolution Team