Ahead of an overseas trip I needed to replace a card that had cracked along the magnetic strip but which was still just about working.
I managed to order in the end but had to use the chat facility to avoid a near £10 charge (they assumed I wanted an additional card, not a replacement). The app was very fiddly and meant switching between chat and other screens and being repeatedly logged out.
Turns out the only way to avoid the additional card charge is to cancel the old card first - meaning I am now without service until the new one arrives.
The worst bit: after paying £4.95, why on earth does it take 10 days from dispatch for the card to arrive???