This happened to me just yesterday. I called up the 1, 4, 1, change your package, add a package option and they picked up in around 10 minutes. A very competent guy fixed this for me along with other unexplained charges they decided to lump onto my account. Thank god he could see my account notes on what my contract should have been and fixed it for me in minutes.
This has happened in previous years to me and to others I know as well and it's been my word against there's. Was effectively called a liar and when I asked for them to listen back to recordings they conveniently said the recording system packed up in the same 15 minutes I made a phone call. Absolute nightmare to sort out. I wish you good luck!
