I booked a holiday for 4 to Spain that was advertised to have a free cancellation option. I exercised my cancellation option before the deadline and needed to call them to confirm. They have issued a refund with a 25% deduction with no explanation as to what I have been charged for and why they deducted the money. I tried to call them again and due to them identifying my booking ID and phone number, they have effectively blocked me out from being able to speak to anyone.