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I personally am very glad this was brought to the boards. There's no way to fix the original "I promise you it got sent a month ago / quick, let's send it tomorrow" mistreatment behind the scenes.
From the timeline, it sounds very much like the second expensive card only got ordered because the client foolishly believed the assurance that the first card actually got sent when promised. There should have been no fees charged for that.
If customer service is going to tell calming lies, it's not fair to charge the customers for the actions they take in response to those lies. Not a dime, not a penny.
Funny thing is, I was finally about to break down and order my Paxum card. But after seeing how this has been handled, I've lost interest, at least for now.
And now I REALLY don't like this "upload a scan to prove you're not lying, until you do we are going to assume that our mailing department can't possibly have screwed up" bullshit. That is a not-very-polite way of trying to claim that this whole thread is a false complaint -- and THAT is not how professional companies do business. (Besides, who saves the envelopes than their credit cards come in? In my office that stuff goes straight to the shredder.)
You want to be in the money business, you need to improve your game.
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