@Clairekendall87 Hi Claire - I can appreciate this must be frustrating - I have escalated this to our Customer Experience Department for full investigation and assessment of the entire journey, including your complaints raised around this - once this has been done - a courtesy call will be in place this afternoon with an update for you. 😀

Please let me know once you have had that courtesy call as I would be keen for you to let me know how it goes and hopefully this is sorted for you once and for all. 🤗