Unfortunately had to get in touch via LiveChat as I knew a direct debit was going to fail next week, and while it's too late to change it now - lost 1 star as unable to help with changing date by 1 day (not the agent's fault, the DD has already been called for) but also not able to do anything about late fee that will be incurred despite advanced notice that the payment date needs to be changed (again, not agent's fault, is down to company!) Agent AR6 was very helpful, polite and knowledgeable. While they weren't able to give me the outcome I wanted, they did answer all my questions very patiently.