“Your website would not work when I tried to pay online. When I phoned I was asked to enter my reference number to "Speed things up", but when I was put through the chap on the phone had no idea who I was, or what I was calling about. He came across as so clueless that I seriously considered ending the call because I suspected fraud. The £12 fee for paying by phone was rightly waived and emails to update me were prompt.”
