Received a marketing letter offering a cheap upgrade to home start for the balance of this years membership* (price shown INCLUDES a fee for arranging & administering blah blah) so I wasn't best pleased when their call centre operative tried to ADD the fee. So I read the letter out in its entirety to clarify the point, only to be told "computer says no", take it up with customer services then, I don't have a copy of YOUR letter from us!" I suggested she TRY asking her line manager, who in turn suggested I ring customer complaints. It took a queuing time of over 20 mins to reach a human, to be told "the other Dept can't override it, bad marketing on our part though, I do agree with you". It does make me wonder how many existing customers have been caught this way and charged the admin when it's included. Pretty poor service that doesn't cascade copies of its marketing out to the people in first line support, and don't get me started on what their call waiting stats must look like....diabolical !