Where do I start... This whole experience has been draining to say the least. Sit back, get a brew and think twice before using Very. I called up on the 19th of February to pay off my account in full. The total was £574, Very took £1,148 and left me overdrawn and penniless. When I raised this issue the first time the agent had no idea what to say to me and when I asked if I could speak to a manager I was told 'there is no manager around'. Now I find this very hard to believe and working for a well known Energy company recruiting customer service representatives, I am fully educated on how a call center operates so this only angered me more that I was being fobbed off. When I pushed further for to speak to a manager he then went to tell me 'well if you are on hold for a long time it's not my fault' I don't think I need to highlight too much how disgraceful this level of service was considering the position I had been placed in. Clearly not getting anywhere I waited on hold for a manager. She eventually came on the phone where I was told there was nothing she could do and that it would take 24hours to go back into my account. Usually un-genuine apology, at this point I have little faith that this is going to happen but have no choice to give them the benefit of the doubt. 24 hours later...I wake up on Saturday morning with a busy weekend planned after a hard week at work only to find out that A) the money hasn't been returned and B) they have taken an additional £40 from my account. As you can imagine I was fuming at this point and got straight on the phone to them. The agent answers....its him talking in the background to his colleague...me 'hello, hello, HELLO' nothing, still talking away. Took him all of about 3 minutes to relise I was on the phone, no apology. Great start to what is going to be a difficult conversation. I asked him to look at my notes on my account...yep, you guessed it...NOTHING. This is now the 4th person I have spoken to and not one of them including a manager has made any notes on my file. Shocking service. I find myself repeating the same story for the 4th time by which the agents response was 'Oh Gosh, that's a lot. This happened to me actually but I got my money back straight away so I'm not sure why you haven't'. Seriously, are you joking! Told me the same story it would be back at some point today...yeah right, sure it is. I decided to leave it a few more hours, by this point I have wasted my whole Saturday as I have no money to do what I originally had planned. Thanks Very. When I finally call back and talk to the 5th agent who surprise surprise has no idea why I am calling (again no notes) she transfers me to the payments team. Now this is where I was told that all of the previous 5 people (including an employee from the social media team) have told me in-correct information on a catastrophic scale. The money won't be back in my account with in 24 hours as promised by 4/5 of the staff members I had spoken to BUT 10 days!!!! I asked to speak to her manager only to be put on hold for her to come back to me to say 'my manager won't speak to you as he wont say anything different to what I have already told you' I was completely shocked and appalled at this lack of responsibility and ownership. 10 days they think is an acceptable amount of time to leave one of their customers with no money and now severely over drawn. Un-able to put petrol in my car for work and food on my table. Completely disgraceful and utterly un-acceptable. This was their mistake. I fully expect to be offered compensation for being put in this upsetting and stressful situation due to the failings and in-competencies of several members of staff across three different departments including one manager. Thanks a lot Very, you really have out done yourself.