I would like to complain about the service I received on the phone today at around 9am and also my experience with your website which affected my ability to pay online on a BNPL due date. Firstly I attempted to make a BNPL payment last night (the day it was due by online) however the option to do this was removed from your website, even though up until Thursday it was still on there. So my first complaint is the fact that this happens. It is wrong and is almost tricking people into missing payments if the payment is interest-free when paid BY that date it means that date is inclusive and the option to pay should remain online until that date, it makes no sense why you would remove that on the system when it is up there literally the whole year! It is forcing customers to call in to make these payments manually which is a huge inconvenience considering the almost always terrible customer service team who have a lack of understanding any real situation, very long waiting times at certain points of the day when people have work and lives to get on with. I also do not appreciate being told by the customer service agent I should call in at a better time to make the payment when I was working long hours on the day I wished to pay (again a payment which I have every right to do online by a specified date). I made the payment manually and expected to be shown some sort of common sense in the fact that it could be allocated to the BNPL and any applied interest would be removed., but was told this has to be escalated. Again pathetic, I have been a customer with you for a long time where things similar to this have been rectified almost instantly, but no I have to worry if this will be corrected and also if I will get a reply at all, as I have had issues raised and never heard of again and I rarely follow up due to the inconvenience and dread of talking to these mostly horrific customer service agents!