Hi Xpress- thank you for your help. Yes I have a name, already spoke with them, and they said they will get back to me, after apologising verbally ( which they read from a chart in front of them). They are just sitting on it, thinking I will let it pass. Actually I am now forwarding the complaint to their head office in the UK. Its to do with a lot of issues credit card, mis information, deducting charges from the acct, and when questioned- quietly transferring it back with no explaination etc etc