I had the same problem but had just forgotten 1 payment ( i owed about £7) and they owed me £17 in commission! In past i have received a polite reminder letter or phonecall and have always paid immediatly with an apology. This time less than 2 weeks after the missed payment i received the nasty letter with the £12 charge. I rang customer services asked to be put straight on to a supervisor who after listening knocked the charge off but even so I closed the account and wont touch them again. I know i missed the payment but over the years I always paid more than minimun and think that unless they go back to polite reminders before the charge everyone should cancel their accounts. we are only human and it is easy to forget.