Trust me on this
What ever it is you want them to do, write it in a concise letter with "Letter of complaint" at the top. If nothing happens send it again, stating that this is the second letter and send it recorded delivery.

I had a similar problem with Sky, I phoned them to cancel my service and they didnt and kept taking money from my account. I sent the letter of complaint and I was refunded ALL MONEY. Nobody in the history of Sky has ever received a refund and a letter of apology. Nobody.

Forget calling the numpties, forget emails that can be denied, write a letter.
( Colonel Dracula Two manky hookers and a racist dwarf, Thu 3 Dec 2009, 11:04, 1 reply, 16 years ago)

I
had the same with Sky. I cancelled ('cos it was shite), and they continued taking the dosh.

I too got my money refunded - no apology though.
(dchurch bah, Thu 3 Dec 2009, 12:20, Reply)