Try phoning customer services. You might do better to contact the UK based Retentions Team during normal office hours rather than lose part of your life talking to the offshore call centres. Phone 0345 454 1111 and follow the prompts 1 > 4 > 5 to 'Thinking of leaving us' ... yeah I know, sounds daft when you want to join but the Retentions Team can deal with a whole lot of different issues.
It's great to have you joining us on the forums and thanks for dropping by with your post about the options to get in touch with us.
I appreciate you have had some issues contacting the teams so my apologies about this
If you’ve been in touch with the teams since you posted then that’s fab! If not if you could get in touch with us via the Sales number on 0800 183 1234 or chat to the teams via Live Chat , then that would be great! The Live Chat is on the left of the page and it pops up after a few seconds once you load the page up.