There is a shining light to my story and that is Nathan J. The most competent and rational employee at BP Pulse. He should get 5 stars. After 4 weeks of major frustrations Nathan did all he could to ensure a new card was sent out me. He followed this up with a email and a phone call. What a breath of fresh air - after dealing with ill trained staff on a daily basis, sometimes more that twice a day. I lost my card a month ago and local the charge points aren't recognized on the appt so I have to phone and ask for a remote start. I have called so often I now recognize the voices of the staff, the majority of which can not begin a remote charge and precede to tell me - 1.the unit is not working (even when there is another car attached and charging) 2.it is a 'charge your car' point and I can not use it, even though I've been charging my car at that same point for 2 years. 3.cut off when it doesn't start and the call handler can't explain why. More staff training is definitely needed. Not one member of the team I spoke to could transfer me to a supervisor. I have sent emails to the helpline - no one has been in touch. I have sent messages on twitter - no one has replied. I feel that Nathan J will move on to bigger and better things, there is only so much sorting out other peoples mess can take. Serious BP Pulse get your act together and please do not use COVID as an excuse for such poor service.