Biffa refuse to come back and empty my missed brown bin collection which I pay extra for. They say that the crew did not report it as missed and it is their policy not to go against what the crew report!

My brown bin (green waste) was not emptied despite being put out the night before. I reported the missed bin online that evening and also e-mailed. Biffa responded by e-mail: "Good afternoon and thank you for your response, This was marked down on the crews information sheets after they collect each bin in the areas. We are unable to go against what the crew have marked down, as advised we are unable to return until the next scheduled collection".

I am unsure: 1. If the crew say they have emptied the bin (they have over 2000 to empty) and I have only the one to check why Biffa think that I am wrong. 2. How can the crew mark down something that they have missed which by the very nature of the admission means that they were not aware. 3. What is the point of the missed bin reporting system?

This is a service I pay extra for. I time my work in the garden to fit the 2 week bin cycle and have been left with garden waste that I will need to take to the dump. I do not understand Biffa's attitude.

Kind regards