Hi. I would still continue to fight. I have experienced the exact same lack of customer service and willingness to listen to the individual. I too have had the same quote again and again. Luckily, I've not had my eyes operated on....would never trust them after being unable to even send me my contact lenses regularly (although taking money out of my account was no prob at all...) I have been a customer of Optical Express since 2002, buying both my glasses and contact lenses there. A year or so later, I set up a direct debit to pay for my monthly contact lenses, and this is where the problem started; On a number of occasions over the years, I had to call to ask where my lenses were as payment was taken, but no product showed up. The company did not have a proof of postage to show me, although I was reassured they kept them on file (?) and the Regent St branch where I was 'based' has now closed. The irregular and unreliable dispatches was the biggest reason as to why I decided to leave this company last year and switch to another contact lens provider. I then recieved a letter claiming I owed Optical Express £32 (my monthly direct debit was set to around £14, so even 2 'missed' months did not add up to this sum). I corresponded with a representative, providing her with additional information over several months and asking her to explain this random breakdown of the direct debits they claimed to have. I kept getting the same reply each time that they had dispatched goods in good faith and that my outstanding payment of £32 was still standing. As a loyal customer, I feel I had provided Optical Express with a monthly payment 'in good faith' for goods which I actually did not recieve on a regular basis. My querie of an alternative solution in my first correspondence considering I had not recieved all the batches I had paid for, fell on deaf ears and was not even acknowledged in the following letters. After having provided a print of my outgoings, dating back several years, which proved I did not owe any monies and writing a letter referring to this on the 2nd Dec 2010, where I also pointed out that I had not recieved a batch after my last payment, I heard nothing and assumed this matter was now settled. Last week I recieved yet another letter now threatening to issue a CCC. I called the number provided and was met increadibly unprofessionally by a young girl who had no interest in listening to my concerns. At this point I felt that rather than harping on trying to prove my point, I might as well pay the £32, which is probably exactly what the company was hoping for. When she put me 'on hold' (or so she thought) to let the payment go through she laughed together with a collegue saying something along the lines of 'this final letter always does the trick' only to return to the phone still laughing. How can this be allowed? And is there anything I can do to at least get an apology??