Hi Alex,
I finally managed to get through to someone after numerous attempts - I still have NEVER received a welcome email and contract but I gave up in the end. I had been promised I was on a £50 full house deal and that was it - and I then discovered to my horror that I had been charged £109 instead of £50.
I wasn't aware of the cost of the phone calls because I didn't have a welcome email or any contract details - so I couldn't check anything. For two months I was overcharged. The person on the phone apologised put me on a better deal of £58 with inclusive calls and said someone would be in touch in 7 days to sort out the previous problems. He did say they would check the initial phone calls to see what the sales agent promised me, but my argument was even if they had told me, I had never seen anything in writing to confirm either way.
I am STILL Waiting for a refund and someone to compensate me at least with the extra that I wasn't aware I was paying. I have MD's email Tom Mockridge who I was going to email but if you can sort this out for me, it would save me having to fight anymore. Especially as I took out the contract at the end of February and it's now June! Lisa B