After having no joy from anyone in the call centre I was left very very angry and disappointed in the lack of knowledge or the ability to resolve the issue

After having no joy from anyone in the call centre I was left very very angry and disappointed in the lack of knowledge or the ability to resolve the issue. I then had the pleasure of getting a call from Lorenzo in Complaints, who very calmly and professionally kept in touch with me almost daily, and 1 week later the entire problem has been resolved. Im still not ever going to trust the call centre but thank you Lorenzo for being clear, concise and resolving the issue.