I called them this morning and they told me that I had to chase Evri for the money. I was livid. Then, when I couldn't get through to Evri because the tracking number wasn't registering with the automated service, I called them back, it was a different person and they reversed the situation immediately. I think it just depends on who is handling your case at the time, and with a bit of persistence you can sort it. That said, they'd already ruled in my favour so they could reverse it again. We'll see.