I do respect your opinion.
However, I must inform you that there are contracts and clauses that are established between operators and they are confidential. In this case Madeiralimo is providing a transport to another operator that is not Lastminute.com, so, if I have to give more precise explanations it is to the my client Tour operator.
However, you have the right to complain and you must complain, but, you can do at the right place and to the right company that sold you the product. You don't know all the reasons, you don’t know if I’m still the supplier of that company, you don't know if there are missing payments, you don't know if I'm overbooked and I didn't accept the booking/reservation of your transfer service. Summing up, there is many reasons between companies that are apart of the logistics and that the final customer (in this case you) does not know and don’t need to know. The final customer (you) just want the transfer service from point A to point B.
You are right in some aspects regarding the telephone, I should have called back, it’s true, but it was such a busy time and that I did not had done it. I will not refund a payment that I did not receive, or that maybe I didn't even have the reservation for this transfer.
These are the reasons why I recommend that you make the complaint to Lastminute.com , and them, if so, Madeiralimo will respond to Tour operator.
I must also inform you that you did not have or bought an executive transfer in Madeiralimo, you bought a regular transfer from another company, so this opinion is out of place.
I also inform you that Madeiralimo did not bill the tour operator for any service, we will not refund money that we did not receive!
With kindest regards