Absolutely appalled at the service received this evening by your "customer service" team but I will like to start with the automated service to put me through to the correct department of which asks you whether you have your account number to hand of which when you answer 'no' this information isn't picked up by the handler at the other end, who still needs to ask you the same question to locate your details, back to staff members: I have been hung up on twice, and I have also called through to find that the handler did not have their headset on leaving me with no answer for at least 2 minutes before I felt the need to hang up. Your staff member in the 'customer care' team broke the Data Protection Act twice throughout talking to her this evening, I was advised to log my complaint online, rather than on the phone as this was a better procedure, however your website does not reflect this. I would recommend if this is the case this is also added to your website to reflect the poor service your call centre(s) provide. I have requested to speak to a manager twice this evening alone - however I was advised they were in a meeting, however no staff member could confirm how long this meeting would take, or if a manager could call me back at all. I suggest your call centres are aware of their managers location and schedule throughout the day. I requested confirmation of your complaints procedure to which no call handler could advise me of apart from the investigation team would look into this. I have called approximately 10 times since Wednesday being passed from handler to handler with no resolution put in place, not only this; I have also ordered a digital download which was expected on Wednesday the 13th of September of which I have never received, I have requested a refund 6 times with no joy. If you do not respond and resolve my complaint within 7 weeks I will be approaching the Financial Ombudsman without hesitation. I understand you have 8 weeks to resolve your complaints, however I expressed dissatisfaction on the date of the 13th I therefore suggest you escalate my complaint to the investigation team immediately as per your complaints procedure of which your staff members can find on your website. Thank you.