Opodo review: Failure to refund after cancellation of flight by airline

Booking Reference: [protected]

Flight booked from Birmingham to Rome in February. Paid £315.18. Following month Opodo membership of £69.99 taken from my account, which I was unaware that I'd signed up for.

In July receive notification the second leg of journey had been cancelled and rearranged at a time that did not suit us. Offered full refund if I cancelled. I did. Booked a new flight with a different airline.

Phone calls regularly to Opodo to check status of refund. Regular promises to expedite the matter.

10th November receive email to say refund of £269.62 will be paid within 5 to 7 days. (Not £385.27 that I had paid, so not full refund.)

No refund comes.

7th December. Phone twice. Explain that I haven't received refund. Am asked to submit further information about my bank. Am promised refund will follow.

29th December. No refund. Phone again. Am told that refund has been paid and I need to follow up with bank. I explained that on 7th December, bank confirmed that they had not received refund. I had already explained this on 7th December on 2nd phone call. Customer advisor says there is nothing they can do. I need to follow up with bank, which I have l already done.