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Trusted House Sitters Reviews Summary
The company has garnered significant criticism for its customer service, with many customers expressing frustration over the lack of responsive support and difficulties in obtaining refunds. Common complaints include billing issues, inadequate communication, and a perceived lack of accountability for damages caused by sitters. While some users reported positive experiences with sitters, the overall sentiment reflects a sense of disappointment and mistrust, particularly among sitters who feel exploited by the fee structure. The company appears to prioritize marketing efforts over customer satisfaction, leading to a growing perception of unprofessionalism and dissatisfaction among users.
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I had a nightmare experience - but before I was able to write a review they closed my account in order not to ge bad comments. The Jeanne from England told a lot of lies to them and then I should justify mayself to them. I just wanted my money back - but of course did not get it. I wrote long pages to explain the situation - no reaction, just stupid questions following. There are similar companies, from friends I know much better ones.
Trusted Housesitters auto-renewed by membership without notifying me. When I wrote and requested that they refund and cancel as I hadn't used it AT ALL, there response was that my agreement stated my membership would automatically renew. They also stated that they had sent an email to notify me of the renewal that must have been lost or went to junk mail. Hhmm, if it was in my agreement to auto-renew, why the need for the email? They only care about making money - not providing useful services to members who actually want their services. For shame!
Dear Dawn,
I am really sorry to hear that you are unhappy with your auto-renewal payment. The happiness of our members is paramount to us and we never want any member to be unhappy. I hope, however, that you can appreciate that we have to have some policies in place.
When you initially joined on the payment page it stated that this is a yearly subscription payment. The Terms and Conditions that you agreed to also stated that it was a yearly subscription service and that you could opt out of this at any time via your account settings. You also have 14 days after the payment was taken to request a full refund in writing, as long as you have not used the service in that time.
As a courtesy, we also send members emails reminding them that their auto-renewal payment will be taken. I can confirm from our email provider that they were sent to your registered email address 30, 14, 7, 3, and 1 day before your auto-renewal payment was taken.
I can see that we have been assisting you throughout with your refund request and that your account has now been refunded.
Thank you.
The TrustedHousesitters Team.
Absolutely worthless website. Customer service is terrible. Refused to refund my money. I paid $100 for absolutely nothing.
Hi Karen
I am truly sorry for your dissatisfaction, however this review is just not accurate, if you are eligible for a refund, we are very fair and open to listening to reasons why our valued members may want to leave the community, and would never refuse this for eligible accounts.
Like anything however, if your request is not possible in line with the conditions of the membership, agreed to when joining, occasionally a refund may not be possible, if the site and its services have been used. When this is the case, we have a team of people that are available to assist members in ensuring they do get the success from their membership.
Many Thanks
The TrustedHousesitters Team
I went on line on the 21st of December and chatted with Matt and set up a account after my wife got home she went on line and read reviews and seen there were a lot of very unhappy customers. Even sitters that had no criminal record checks done. I tried calling them the morning of the 22nd and still have not got a call back and so I try several chats and am told Im not elgiable for a refund even tho I never used there service. I Highly recommend people stay away from this company. They take your money and do nothing to resolve issues you may have. Id pay $50.00 per night per pet and we have 2 dogs to put my pets into a boarding kennel before Id ever consider using this company
Hi There
I am really keen to investigate this review further for you, as we do not have a team member named Matt, and rest assured you would never be denied a refund, if you were eligible for one, in line with the terms and conditions agreed to at the time of joining.
In order to clear this up, please do get back in touch, I am unable to ascertain your details from this forum, but if you reach out to us again, and allow us to look into this, I am positive we can resolve this to your satisfaction.
Many Thanks
The TrustedHousesitters Team
I had to pay to sign up, then create photos of my home and pets and contact people and see if they will sit for my pets. I contacted about a dozen people who all said no for various reasons. I contacted the company several times they tried to "enhance" my ad. No luck, no sitters. So I repeated asked for my money back, as I now need to hire a pet sitter. NOPE, you have used the site you cannot get your money back.
"USED " the site means I contacted people, even if no one wants to care for my pets. I guess I donated over $100.00 to The Trusted House Sitters
Hi There
I am very sorry to hear you were not successful on this occasion in finding your perfect sitter, this is certainly not the norm. Remember your membership is for 12 months and can be used for all of your travel needs, and the overwhelming majority of owners do connect with their perfect sitter. Whilst we are not a agency and it is not a guaranteed service in this respect, rest assured it does work.
If owners follow our advice and guideline when creating their listing, post in plenty of time and are flexible and proactive, there is the perfect sitter out there for everyones needs.
Whilst we do operate within the altruistic sharing community, we do need to have terms of business, and the conditions agreed to at the time of joining with regards to refunds, were clearly laid out, however we never want any member to be dissatisfied, so if you would like to get back in touch with us, I am sure one of our Member Success team members, can assist you in securing the perfect pet and house sitter.
Many Thanks
The TrustedHousesitters Team
We have been successfully housesitting for years with other websites
And we are internet marketers ourselves
We found TrustedHousesitters to be very frustrating to use and their management needs a wake up call.
Other house sitting websites allow the visitor to view assignments and click for details. Not so with Trusted House Sitters.
As soon as you click fordetails on a place of interest you have to enter your details and before you know it you are being led through an obligatory sign up subscription process - even though all you wanted to do was read about an assignment
If you return you cant login in with your email and then click to view either - as you end up back on the sales process.
Then if you try to search by dates, same thing.
I have read other -ve reviews here about what happens when you sign up - confirms to me that I will not return
Dear John
I am sorry you have found this section of the site to be lacking, this is certainly never our intention.
I do hope you can appreciate, that as we operate a member to member only service, and always protect the privacy and security of our members personal information, when browsing as a prospective new customer, there is a limit to the amount of information on listings and profiles and opportunities, that can be visible at this stage. Just like a lot of other community / sharing economy based sites, only fully paid members can have full access to the opportunities.
Many Thanks
The TrustedHousesitters Team
We joined Trusted House Sitters last year as we knew that we were going to be in-between accommodations and we thought that this may be a good way to help people look after their homes while they are away and avoid hefty hotel bills while we waited for our house sale to go through.
It was £80+ to join for the year and we were assured in the literature that the website was audited and everyone was vetted.
The site was horrendous to navigate. Many adverts for sitters were left up even when the position had been filled. Home owners got back to me late as they said that my messages were not showing up in their inbox. When I flagged this up with the site, they said there wasn't anything they could do and to keep trying. We kept missing opportunities with lovely homeowners who were looking for reliable sitters (like us) because the site was faulty and then it looked like we were being unreliable! When I asked for a refund as we were not able to communicate with the homeowners without technical difficulties, they said that it was not part of their policy. We didn't end up sitting ANY houses for them. I have since seen that they have sent people of disrepute and with criminal conviction to homeowners houses as a match! When we couldn't even get the email connection working correctly! A total waste of money and zero customer service or help via the site owners. COMPLETELY AVOID AS A SITTER AND A HOME OWNER!
Hi There
I will try to address each point you have raised:
Could you clarify to us on [email protected] where you were seeing on the site, assurances everyone is vetted? As this is not the case. We are the first house and pet sitting organisation in the world to launch a global solution which offers three levels of checks and verifications for registered house and pet sitters. Each level of verification for the sitters is optional, however most choose to undertake this as it ensures more success.
When you say the advert for sitters were left up, to confirm all sitter profiles remain available on the site at all times, even when they are confirmed and chosen for a specific sit, as they can apply for as many as they want to. The owner listings do not stay available for application on the site, once a sitter has been chosen and selected and booked, that listing opportunity with live dates, then becomes unavailable.
We are not aware of any recent issues with the online messaging, one explanation for this could be, that each time a online message is received, the site sends a automatic email to the members personal inbox, advising them they have a message, and it is possible their own email provider was marking these transactional emails as junk or spam. Rest assured if there was a wider issue with the online messaging, we would be aware of it and would take immediate steps to rectify it as we have a 24 hour technical team at HQ.
Our refund policy as agreed to at the time of joining, is as long as the service and site has not been used, a refund can be issued within the first 14 days or joining, however we find most of the time, we can assist and guide the members issues to success, if given the chance.
Many Thanks
The TrustedHousesitters Team
We employed a house sitter from TrustedHousesitters. The sitter charged (fair enough), arranged to meet us several times and then cancelled. Eventually meeting us some 6 months later and too close to Christmas to cancel. We left her In The care of our three dogs. She insists on food, alcohol and plenty of bottles of tonic water plus her Christmas dinner and bits paid her. Well I was obviously a mug and naive! Left her emergency money for the dogs too. Well all I can say is thank god the dogs were still alive, she broke our kitchen tap, damaged our kitchen floor beyond repair, the dogs were scared and she often left them for hours (neighbours reported), spent many a day in local pubs, spent emergency fund on junk food and still wanted us to pay for her taxi back to the station when the tube was 4 mins walk away! I dont think so, she cost us a fortune in sitting, and food and repairs. She cost us far more than other reputable agencies and when we complained, they brushed it off and didnt take it any further we should have done but were just happy the dogs were all still alive. Steer clear of this company and choose animal aunts or animal angels instead if in the uk
Hi Alison
None of the sitter members within our online community should be charging for their house and pet sitting services, the ethos of the community is that we operate a altruistic arrangement, where the sitters do so for free, in exchange for world wide accommodation and the love and companionship of pets. Due to this, we would very much like to hear from you, with regards to this, so we may open a investigation into this sitters conduct.
When any issue is brought to our attention, rest assured the member in question risks the suspension of their membership account with us, we would never brush off such serious allegations, but can only act within the remit of our Code of Conduct, terms and conditions and or guidelines, and when evidence is provided.
I am however very sorry you feel this way, and can assure you it is not a typical experience.
Many Thanks
The TrustedHousesitters Team
The first couple cancelled after coming to see me insisting I Skype so I can meet his girlfriend and that I block off the dates and his reasons for cancelling did not make sense as he said it was due to family problems but then accidentally told me he was going to be in Scotland and his family were in North London!. The second person contacted me and after a few emails to arrange her for her to come and meet me she cancelled as well. I was away at the time and it was hard to have access to email her on a number of occasions. I will now probably have to cancel my trips and lose money in flights and hotels. I have absolutely no faith in using another one of their sitters or on the organisations ability to deal with my concerns as have written on two occasions and have had no response other than an email over two weeks after my first one to say they are looking into it.
Hi Sallie
We strive to work to a 48 business hour turnaround for responses, so for your experience to have been two weeks with no response, is very shocking. I cannot access your information from the detail provided on this review, and we would want to look into why this is case. I am confident we have responded, and maybe it has been diverted to your spam or junk folders by your email provider, as currently we have no enquiries older than a few working days.
We would like the opportunity to look at your listing with you, and see if there are any ways we can help you secure success on the site, and remember you can always ask us to reach out to other members on your behalf, if they have cancelled any confirmed arrangements, and their reason for doing so breaches our member Code of Conduct, as this is never acceptable to us, as we understand how cancellations can affect arrangements.
I hope to hear from you on [email protected]
Many Thanks
The TrustedHousesitters Team
We urge you not to go anywhere near this website if looking for a trusted house sitter! We have used many other pet sitting websites in the past without paying any fees, and the experience has always been wonderful. This time round we thought we might take some extra precautions as we were lead to believe they had security checks in place, so we joined TrustedHousesitters and paid the joining fee. Ironically, we ended up with a convicted criminal who gained access access to our address, personal details, details about our holiday destinations and intimate information about our house/lifestyle. This housesitters criminal past is so prolific all we did was a google search and discovered a Wikipedia page, many newspaper articles and also official government records dedicated to her and her corporate fraud and identity theft charges. Hardly trustworthy! After this realisation we reached out by phone and email to TrustedHousesitters staff for help - but it fell on def ears for days on end. When they did contact us they offered very little help or support. We couldn't be more disappointed in the way we were treated.
Hi Jaqueline
Further to our extensive correspondence with you on this matter, as per the current status of our internal investigation, we are still liaising with the sitter member in question, and our partner security checking company. The sitter has provided us with information, stating they have been the victim of identity fraud, completely separately to their account with TrustedHousesitters, our compliance team are still investigating this matter as a priority.
We are the first house and pet sitting organisation in the world to launch a global solution which offers three levels of checks and verifications for registered house and pet sitters. Each level of verification for the sitters is optional, however most choose to undertake this as it ensures more success.
I do however appreciate how this matter would have affected you, and we remain veery sorry for any inconvenience or disappointment this may have caused.
Many Thanks
The TrustedHousesitters Team
I've been on great sits through THS, and I've had great sitters. But I was once foolish enough to take a sitter who had no reviews as yet, and she was a disaster. I wrote her a review intended to save others from the experience I'd had - her published response was denials and lies. Several mails and calls with THS were infuriatingly hopeless. They insisted it was my word against hers, and they suggested I had not set clear guidelines (which I had). The fact that I had already got and already had given several excellent reviews counted for nothing, whereas it had been the girl's first pet-sit. Whose account would you believe, in the circumstances? The attested member, or the unattested member? My aim was to protect other members from going through the same experience with a dirty, careless, irresponsible and immature girl. At one point they told me they would cancel my membership! Their best offer was to remove both my review and her response, which leaves another paid-up member vulnerable to having an unfit person in their precious home, with their precious pets. Just understand this is nothing more than a noticeboard whose interest ends with your subscription. You just have to take care that your sitter has several good reviews, and then you ought to have a good experience. Or so I have learned. I've since been on a brilliant house-sit and had brilliant sitters mind my home. It is entirely up to you to choose wisely!
Hi Hazel
I am so glad to hear the majority of the arrangements made within the community have been great.
Whilst we do essentially operate as the platform / online community that facilitates the sits and the introductions, we never want any member to feel this is the maximum involvement we have, as this certainly is not the case, we are so much more than this.
We have a team of Membership Services advisers on hand for support and queries, and a big team at HQ working tirelessly, to improve the experiences, opportunities and the site itself.
We also provide blogs, guidelines and how to videos and FAQs to ensure member success, the online Dashboards our members have access to include the option for sitters to use our three level verifications, to help improve their success in securing sits, we also have a Member Code of Conduct and Housesitting agreement forms available on the site for members to use, we have a online merchandise store, a downloadable and shareable Welcome Guide for owners to use to welcome their sitter, affiliation for member benefits with Skyscanner for flights, Rental Cars and local tourist boards and The 24/7 Vet Line: Instant pet advice for you and your sitter throughout the duration of your membership, whenever you need it.
Sharing Economy UK, the trade body representing and championing the UK’s sharing economy businesses has awarded its coveted ‘TrustSeal’ – the world’s first kitemark for the industry – to TrustedHousesitters.
TrustedHousesitters has been assessed over eight best practice principles: identity verification, criminal and background checks to ensure members are who they say they are, education and employment history checks, transparent communications, customer help and support, secure payments with clear pricing and refunds, insurance and guarantees and data protection.
We also have in place stringent processes for investigation, should a member have any issue to raise. However I am sure you can appreciate, we can only act within the maximum remit of our Code of Conduct, terms and conditions and guidelines, where a provable breach to these have occurred, outside of this, this is what the review and feedback section of the site is for.
Many Thanks
The TrustedHousesitters Team
Feeling very sorry for Vicki. We have two wonderful pets a lovely large comfortable home. We leave food for any sitter. Full notes of what our pets need. I have even insured our car in the past for them to drive. They have their own bathroom access to phone. Large garden with secure electric gates and good neighbours. So this is why I was so disappointed that Trusted House sitters are just a faceless company and not helping good sitters to find a good sit to do. Nice people are out there and nice sitters. THS should be working harder to do what they say put people in touch with each other but also be a responsible and helpful fair and trusworthy company. Take the word Trusted out of the heading that would be a start.
Hi Kristina
Apologies, we would need some clarification on the content of your review, with regards to the person mentioned. If this is a member you are referring to, this is not the correct forum for us to be able to discuss a individuals situation, and could only discuss any members account with them directly, due to Data Protection.
If you have anything specific you would like to raise with us for investigation, please do so on [email protected]
Many Thanks
The TrustedHousesitters Team
Have contacted Trusted Housesitters since last year when I paid $ 154.00 Au and totally ignored about no suitable housesits at all. Many emails and chats, if they could extend this period but no response since more than one year ago when I paid.
Faceless vehicle, the site is only as good as the house sitters and home owners.
Hi There
All member communication is responded to, within a few working days or so, so for you to have had the delay mentioned in your review, I would be sure that your correspondence to us has not been received, please ensure you are contacting us on [email protected] or via live chat, available on our website.
Many Thanks
The TrustedHousesitters Team
After reading some of the reviews posted here, I wondered aloud if we were talking about the same organization. Our experience has been nothing short of great - 8 sits over the course of the past two years, so we've had multiple opportunities to experience the effectiveness of THS. Each and every sit has been outstanding - Ireland, England, France, Switzerland and the US among them. The key is always to take the time to put together an effective profile, solicit recommendations, post representative pic and, above all, do your own vetting of the potential homeowners in need of your services. Make certain that you're not just choosing a geographic location, but a home, hosts and pets that represent the right fit! Have a Skype discussion to ensure that there's good chemistry and that the expectations are understood. Don't be afraid to say "no thanks" if things don't feel right. Housesitting isn't right for everyone but, with the right approach, it can be life-changing, providing the chance to experience different cultures, get involved in local communities and to develop some very special friendships.
I've called, emailed, and 'chatted' with the company and have not gotten a response in 6 days. I've tried calling EVERYDAY since they charged us and have yet to talk to a real person.
When my boyfriend and I went to sign up for an account it would not accept either of our cards- so we signed up with their competitor, Nomador, instead. When I checked my account several days later however I found that "Trusted"housesitters took the money out two days after our cards were both denied. We are requesting a full refund and have abided by the terms of the contact but after reading these other reviews I don't think we will ever get one.
Nomador is a superior website and has excellent customer service, as well as hundreds more listings and opportunities.
Unbelievably disappointed with our experience.
Hi Sarah
I would be very keen to look into this in more detail for you, as I can categorically assure you, if your card was declining on our site, that is the card holders bank denying the payment at that time, and we certainly do not have a way to try to debit the funds at a later time, and this is not something we would ever do, even if there was a way, so this does concern me, and I would ask that you send the details to me directly on [email protected] for further investigation.
During very busy periods there can be a small delay in responding to emails and voicemails, however we have a Membership Services Team, that operate a 24 hour cover, and the quickest way to get in touch with us is via the live chat icon on our website.
I look forward to hearing from you
Many Thanks
The TrustedHousesitters Team
I further wonder about this because I called the 213 number and it was a British woman speaking. It just sounds like they have all of these options that you can press, typical automated setup, and Not only was recording hard to hear but there wasn't even an option to speak to someone. Usually with these memberships that you can only buy for a whole year will not give you an any refund. A lot of the homeowner and pet owner reviews online about this company are from users in the United Kingdom.
Hi Kellie
Our head office is based in the UK yes, however we operate as a house and pet sitting online platform, facilitating thousands of sits, in 150+ countries.
The option on our phone line to speak to an adviser is always on, however if we are all busy helping other members, the line will divert to a voicemail. The quickest way to contact us is via the live chat option on our website, which is almost always instant, or via email ([email protected]) and we strive to operate to a 48 business hour turnaround to respond.
Our memberships are indeed for 12 months, to really give members a chance to use the community for all of their annual travel needs.
Many Thanks
The TrustedHousesitters Team
It's simply egregious. I had absolutely NO intention of sustaining a "membership" for more that one year, so the auto-renewal option must have been a default setting.
I contacted the company as soon as I was aware that it renewed (not to mention the rate had also gone UP from $85 to $99!) but so far they've refused to refund the PRE-paid subscription fee.
They didn't even offer to prorate it!
Instead, multiple customer service reps continue to defend their terms and conditions, treating me like someone who has done THEM wrong. I am a CUSTOMER! Not someone who violated your company.
I find it extremely upsetting the lengths companies will go through to take advantage of hopeful and honest people. It's CLEAR that it's in the design of business model to get the customer's money first and foremost, and disregard customer satisfaction.
Trusted Housesitters got my money NOT FROM PROVIDING A SERVICE THAT WAS VALUABLE TO ME but by MANIPULATION and lack of integrity.
Everyone has a choice. They choose to put a lot of effort into keeping my money and NO effort into creating a positive partnership.
Dear Maggie
I can confirm the information confirming all of our memberships being on automatic subscription, is displayed in the terms and conditions agreed to at the time of joining, on the confirmation emails we send out once joined, and the option to cancel this subscription is available to all members, at any time within their own online account settings. I can assure you we do not hide this information and strive to always produce a transparent and altruistic community for our valued members.
We send advance notice emails, to notify members that their accounts are about to auto-renew, which you should have received. Sometimes emails can go into the 'junk' or 'spam' folders so you may wish to look for the email there if you haven't received it.
If you had contacted us however, within 14 days of your subscription renewing automatically, and had not used the site or services in this time, you would be eligible for a refund, should you wish to cancel your account, however normally, we can work with members instead, to ensure they are getting the most out of their membership.
You can always contact us on [email protected] to discuss this further, should you wish to.
Many Thanks
The TrustedHousesitters Team
Wouldn't let me cancel and get a refund for the rest of the 9 months which is why I am giving it 1 star
Hi Tim
Thank you for taking the time to post this review.
The Terms & Conditions of the membership subscription, that are agreed to at the time of joining, do clearly state that the refundable period should you change your mind, is within 14 days of joining, as long as the site and services have not been used in this time.
I am afraid it is not possible to be eligible for a refund past this date, I am sorry to see you are dissatisfied however.
Many Thanks
The TrustedHousesitters Team
Website took £89 Payment for year subscription. Not 1month. Won't refund and refuse after 3 emails requesting refund and cancellation. Customer service avoid and say your outside the 14day refund policy. Which they don't refund if you use the site. Can't be legal in uk or eu.
Hi There
I was sorry to read this review.
I am sorry to hear of your dissatisfaction, however I can assure you the Terms & Conditions of our membership, is in line with all relevant business laws.
In accordance with our terms and conditions, that you agreed to at the time of joining up, we have a 14 day refund period, however we do not refund if the member has already been utilising their account. This includes talking to / applying for potential home owners to organise housesits, or posting live dates advertising for a sitter. We have this policy for good reason in order to prevent misuse of the site and the service that members have benefitted from in that time.
We are always available to help you make the most of your membership, and would be happy to do so if you would like to contact us on [email protected]
Thank you
The TrustedHousesitters Team
I am a house and pet sitter, registered at trustedhousesitters for almost a year now. My experiences so far: Some home owners treat you like a cheap slave, put you in their worst bedroom, are arrogant towards you and refuse to write a review.
One example: Arriving after a 14 hour trip at 8 pm, I was neither offered something to drink, let alone something to eat. I got put into a dark bedroom in the basement (there was an unoccupied guest bedroom upstairs too.). When I asked for a glass of water, they looked at me as if I was weird. I was not allowed to take the glass downstairs "because it could break". Also I was not allowed to open the window in my bedroom, because "the water from the garden sprinkler could get the bed linen wet".
They put the cat on a diet, while they were away. The poor little thing was only allowed half a cup of dry food per day. She was always hungry, moaning a lot. I felt very sorry, but sticked to her owner's rules. I brushed the cat every evening, as it was wished (it was her only treat too).
When the home owners returned they asked "if I brushed her at all".
They left no review.
Twice a house sit was cancelled by home owners on short notice. I was left with the flight expenses.
The helpline, when I desperately needed support in an emergency, had fun to cruelly even worsen things. No empathy or/and individual help at all, just repeating stereotype guide lines in a cold manner. Without going into detail here: Again a lot of additional costs!
The only reason, why I am still on this site is, that there are good experiences with pets and home owners too.
Hi Rabea
I would be very keen to investigate these specific issues, as none of this is acceptable to us. All of our members agree to a Code of Conduct when joining, and if any member is found to have breached any aspect of this, our terms and conditions or guidelines, they do risk suspension of their membership, as we only want members on the site and within our community that are upholding our ethos.
If you would like to raise anything to me specifically, please do so on [email protected]
Thank you
Vicky
Membership Services Manager
TrustedHousesitters
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Dear Marie,
I was very saddened to read your review I would like to assure you that this is certainly not the norm.
Whilst I am unable to find an account for you or information relating to the above, I am really keen to look into this for you, so please be assured that the happiness of our members is very important to us.
We certainly do not prevent reviews being left by members and openly encourage members to leave Reviews and Feedback. In order to protect the validity of our Review and Feedback system our policy is not to remove, edit, delete or amend a review, response or feedback, unless it breaches any of our guidelines or the Code of Conduct, so that I can assure you that itis a tamperproof system that members heavily rely on.
Disagreements between members are very rare and we hope that any issues you may have can be amicably resolved between both members, however, we are always more than happy to open an investigation and assist members in reaching a resolution.
Please do get in touch with me directly at [email protected] FAO Carla and I will gladly look into this for you. Please make sure that you include your full name and registered email address so that I can locate your account with us.
Thank you
Carla
Membership Services Manager.