Ok quick update - rang them first thing, can't believe it for the first time ever I got through almost straight away. Around 4 minutes..
Was transferred to "asset management" - Shaun Ward, as my agreement is now terminated.
He was actually, very helpful, he talked a bit too much and wouldn't let me speak much
but he was much better than any other person I've spoke to previously at this company.
He told me that because there is a complaint from myself on the account,
then that has to be dealt with before any arrears can be settled and we can move forward.