My late father started this business in 1968 and I joined in 1988. In all those years we have never taken a firm line. The only true thing here is we refuse to bow down to customers that leave members of staff in tears, threaten to post social media on every branch location we own in the hope of blackmailing us and clearly have a social media history of such despicable tactics. Sometimes you have to stand up to bullies regardless of the consequences. If any of our customers would like to see all the evidence showing liability was clearly with the client, we will be happy to show it. Lastly we were not and have not been charged anything from the credit card company. In fact the case is now closed on their part, with no blame or liability to ourselves.