Total lack of communication regarding changes to way my account is run. My credit card had expired and rather than someone calling or emailing me I was simply cut off. No one I spoke to seemed to u/stand or know what was happening or why. Dreadful that I was kept waiting on the phone for 45 minutes plus every time I rang (cut off after 15 minutes so had to redial). My dashboard facility was removed without communication and has only just been restored several months later. However, no instructions given as to how it works and your 'volume boost' doesn't work. After numerous phone calls I eventually talked to Zoe Gordon who was superb. She listened, investigated and discovered what the problem was and corrected it. I have contacted her on a couple of issues since and she always responds swiftly and efficiently. She is an excellent ambassador for your company and a superb employee. I cannot praise her too highly and hope that you will recognise her efforts in a tangible way. I wish all your employees were as good!