Originally Posted by RuthB

With regards to Tranza's situation, we have investigated the situation and we will be refunding the additional fee for the replacement card, however since Tranza requested on ICQ on February 3rd that the second card be shipped via express, and as the shipment has already gone out, we cannot refund those fees.

In the future we will ensure that any requests made for an express shipment of the card via email/ICQ/IM will be followed up by an email request from the client direct to our accounts department to ensure the client confirms s/he is aware of and willing to pay the express shipment fee.