On 26 January I responded to a promotional email from TomTom to buy, online, a map of Western Europe for my Start 25 in-car satellite navigation device. When I attempted to download this map I realised that my device did not have sufficient memory. TomTom helpline said that my request for a refund of the £34.97 I had paid had been "escalated to the finance department" and that the refund could take up to three working days to approve. On 3 February I wrote again and, despite repeated reassurances, I had still (by 11 March) not received the refund due to go back on my credit card. It was a genuine error and I notified TomTom at the earliest opportunity. BN, London SE13

TomTom said this should have been resolved and payment made, but that an administrative error held up the processing. The payment has now been made and you have been offered free speed camera updates as compensation.

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