Thank you for your explanation that has just been emailed.
Quite a shame the words sorry for the inconvenience we’ve caused you or for sending you 8 new prepaid cards through the mail weren’t included.
An idea going forward could be to have a live chat function in the app to get help. This Would save customers getting frustrated at having to wait at least 2 working days for a reply to something which can be sorted out in minutes or a telephone line which somebody actually answers.
When is the app likely to be a finished product?