Hi Graham,

Thank you so much for bringing this to our attention!
It's really upsetting to hear about the experience you have had trying to use our services, and we cannot apologise enough for any stress caused.

So that we can investigate this further and come to a resolution together. If you could please contact our Customer Care. Customer care team is here 7 days a week, 9:00am to 10:00pm, on 020 4538 1121.
We would be more than happy to get this sorted for you.

-Ann