I pay weekly as a weekly paid basic OAP . The change from the old account to the newer system was demanding lump sum bill payment which was an impossibility for me. My way, I owe them nothing and am always up to date. The online system failed as it seemed not to recognise me or my payments ! I desperation, I resorted to pen and paper. A HUMAN rang ME , they'd read my letter. Within 2 minutes talking to a real person, the problem was solved satisfactorily. The lady who dealt with me was pleasant and efficient. This could never have been achieved online. I should say that this happened within a couple of days of posting my letter to them.