Back in January a DD was returned and the instruction was then cancelled. Since then we have had £70.00 worth of late fees added to our account as we have been paying online with card when we have received an email to say the bill was due.
Our BB has now been cut off saying we owe a payment of 52.50, all of which resulted from late payment fees being added to the account even though we have paid every month and have actually paid more than what our actual package amounts to.
I phoned customer service and was passed through to another department without any explanation passed on and am now waiting for a supervisor to call me back. I was informed I can get the late fees refunded if I make the payment outstanding.
Why can I not have them credited back now as the payment outstanding is solely down to those being added to the account initially? I've spent nearly 50 minutes on the phone without getting anywhere.