The first time I called XLN, I spoke to Lily for 64 minutes. Lily is great, she provided the type of customer service that any person would envy. When I asked Lily about my overpayments and why, she provided information in great detail. She backed up the company she works for in full and I respect that. But I found it funny when I asked her where exactly I was notified about termination instructions and reason for overpayments. She kindly put me on hold for long periods of time to dig out information that would provide me correct answers. Trained staff should not need to spend 10-15 minutes a time to find out where information is hidden to customers. XLN has a unique way to fraud customers. When my contract was due to finish in October 2020, I was not able to immediately terminate my contract and now I am forced to pay large, additional fees. They do not send clear emails, letters or messages outlining instructions when your contract is up- instead, it is hidden inside invoices in small and unreadable text. Constant contract changes: Mid-way through my contract, they decided to add a "Business Assurance" fee which I was forced to pay. Later, they decided to increase this sum by £1, secretly hidden inside a random invoice and in small print. It may not sound like a great deal but if they reportedly have 400,000 paying customers then this immediately equates to £400,000 extra every month without clear and proper notice to their customers. Christian Nellemann established XLN for small businesses because he knew: while busy people spend their time working hard to build and grow, they will spend less time reading the small prints of contracts. And this is how he managed to make 50-100 Million of revenue in the year 2014. Thief.