Pro found customer on Facebook Messenger after forgetting a load

A customer reports a repeat problem: after an earlier instance of lost laundry, a second order was left behind at a laundromat because the assigned Pro was ill. The customer says the Pro contacted them directly via Facebook Messenger rather than through the app, and that Poplin support was slow and low-urgency in following up. The customer states they want a refund rather than another account credit, since they'd already replaced the items once before.