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UPDATE: Got cut off after being on hold for almost 1.5 hours. Called back and got cut off again after the same amount of time on hold.
Went back to chat and they confirmed that the system does cut calls on hold off after over an hour.
They also seem to think that including this arrears amount in my current payments is an error, and the system for some reason thinks that a new 12 months has started and that is why it is including arrears now.
My only option is to try and talk to someone on the phone. I've already spent over 3 hours on hold or chat today - and am yet to get anywhere. What a system.
@jema80 yes that's pretty standard. customer service is horrendous. Am surprised you got through to someone on web chat. they stopped using that some point last year.
Tried to talk to them again this morning at 9am. But again was on hold for an hour and then they ended the call. It cuts off when you've been on hold for exactly 1 hour and 7 minutes, every time.
I've written a letter instead. I don't know what else to do.
- Samaritans – call 116 123
- Shout – text the word ‘Shout’ to 85258
