Silvia C: Thank you for contacting Rakuten Kobo Customer Care. My name is Silvia C. Before we get started, for verification purposes can you confirm your first and last name along with the email address for your Kobo account?
a@someplace.com: Andrew Milaly a@someplace.com
Silvia C: Thank you for providing me with your details. For our chat session today, may I address you by your first name?
a@someplace.com: yes
Silvia C: Thank you Andrew. Could you please give me a few moments while I pull account information to serve you better? a@someplace.com
a@someplace.com: ok
Silvia C: Thank you again for your patience. We were able to retrieve your account details through the email address you provided. how can I help you today?
a@someplace.com: i have been gifted £80 of egift vouchers for purchasing an kobo aurora one. the checkout does not seem to recognise i have £80 store credit
Silvia C: I sorry to say that but, store credit is not applicable for devices or accessories
a@someplace.com: wherre does it say this when purchasing the cards?? you  have effectively then stolen £80 off me can you refund the purchasers please
Silvia C: just a moment
Silvia C: I our kobo website you have the purchase police
a@someplace.com: the purchase police?
a@someplace.com: what do they do..
a@someplace.com: will they open an investigation
Silvia C:  https://ca.kobobooks.com/pages/terms-of-sales
Silvia C: you can see in our webpage
a@someplace.com: wow really you re expecting people to read that before a purchase in the UK hiding such important information is illegal, how do i escalate this please to a fully fledged complaint to the uk arm of the company
Silvia C: Sorry, but the information is available in our website
a@someplace.com: Doesnt eork like that, how do i raise a full complaint before issuing court procedings my  elderly parents are not to be taken advantage off.
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Silvia C: I can escalate to next support level in order to analyze your request
a@someplace.com: please do
Silvia C: We will contact you in 24h-48h business hours by email
a@someplace.com: I wont hold my breath, I will be publishing the full text of this conversation thank you