Regarding the above, if that is so why is it so difficult to get hold of anyone in the uk. Why don't they have an email address. I am very close to ditching them. Their service is rubbish, their support is non existent.
I won't argue with your last sentence but if you do want to speak with a UK based person, speak to the Retentions Team who can deal with much more than just retentions. Phone 150 from a VM phone or 0345 454 1111 from any other phone and select the prompts 1 > 4 > 5 to 'Thinking of leaving us'.