I messaged them on fb. Was told to do a claim on their website and message order number and within 5 hours the support of fb credited me 15 quid
Will give it a go cheers
Explained I had taken the £15+ option but my purchase tracked below that and therefore got declined and asked could they review as there was nothing in t+cs that warranted it being declined.
How did you do another claim and what did you write?
I did that as a first step then added a note to the claim explaining my issue which I guess might have trigged TCB to look at it more quickly. Just a thought that might help?