having spent a good half an hour listening to the same 2 songs on loop when trying to enquire as to why i had been inexplicably over charged for my monthly bill, i decided to trapes down to my high street vf store. i tried to explain my problem with the bill and that the help line was a nightmare. The response i recieved was "dunno bout that mate,we cant really sort that kinda thing in the branch. ya better off goin back home and phoning 191 again.... i got home and spent a further 35 mins on hold then finally gave up. a real bang your head against the wall moment. UTTERLY DIRE SERVICE THAT BEGS BELIEF!!!!!!