Hi Lisa,
Thank you for sharing your experience with us, I am deeply sorry to hear about any inconveniences this may have caused.
Our team appreciates you bringing this to our attention as this is not the service we wish for our customers to receive.
We would like the opportunity to get in touch with you to discuss your policy with you.
Can you please confirm a suitable time you would like to be contacted, I have passed your feedback to our team to be in touch.
Kind regards,
Scott