Ms. Bodie, Again we apologize for the situation. As we explained to you it was a mistake on our merchant's behalf. A merchant we chose to no longer work with, for this very same issue. As we also explained to you it was not us who "ACCIDENTALLY" charged your card. As the merchant was updating their server, a batch of 3 credit cards was set on re-occurring billing due to a glitch in an algo-rythem. The money was refunded, as you also know. It took 14 business days, even though the charge was reversed instantly, as it does take time to go from our account, to our merchant, through your banking institution, and back into your account. We record all phone calls for quality assurance, and have reviewed our call logs on our main phone and have not seen any number associated to your account as being placed on hold for more then 10 minutes. We do apologize for any hold time, but we do experience heavy call volumes on certain days and at certain time periods, but we do get back to all of our customers. *****For anyone reading this review, we have completely changed merchants, we do not keep customer's credit card information stored in any system once your initial payment is processed. This was an EXCEPTION and not a common issue. We also did not pay Ms. Bodie for this review, as we do not pay customers for good reviews, especially for Bad reviews!*****