
I'm inclined to agree with you Bobpat, although am not sure if they are well organised enough to have a delberate 'policy' about anything. They just make sure they dont employ enough staff.

I'm not unpleasant to the person who answers the phone as that gets you nowhere and they probably only earn minimum wage for her trouble.
Apparently my account is marked as paid up & the letter should not have been sent.

Doe