When Danny Gardner cancels his Sears Master Protection, a representative tells him to be patient and that the bank is slow to process refunds. But it’s been four months.

I’m trying to get a refund from Sears Master Protection, and I’m hoping you can help. I canceled two Master Protection Agreements recently. The same clerk processed both cancellations.

QUESTION:

I received a refund for the first cancellation, which was for my dryer, two days later. But I never received the $89 back for the Master Protection on my washer.

I have spoken to various clerks, and no supervisor would take responsibility for processing the second refund. Sears has transcripts for every external telephone call from us. They also have written internal chats with the finance department that prove the clerks never processed the second refund correctly.

Sears has told me “the bank is slow” and I should keep waiting. But it’s been four months. Can you help?

— Danny Gardner, Hoffman Estates, Ill.