exactly, it was in the staff news that staff were just archiving messages, and blatantly ignoring them, when they archive them, no action is taken at all and it just pretty much gets put away, secure messages sometimes backlogged for 5 days plus, if they cancelled all your dds, they prolly issued a dm07 on your account, they would have seen the account or the account would have been picked up as high risk, to discuss it, youd need to talk to account management, of course an 0870 number, but you can call the 0161 number and ask to get put through to them,

thats a template in their standard message library to fob the customers off, i do not believe their complaints team (theres only about 3 or 4 staff on them) are monitored for amount of secure messages sent per hour like the customer service advisors are (11+ secure messages per hour)

this isnt a claim or anything, i just stumbled across this forum the other week, i used to work for smile, i must admit, its a complete sales job, (and a **** one), but people askin about charges, replies given by secure message were always ****e ones, staff didnt go through accounts properly and took the **** outta high risk accounts, which were like students, or those in debt a bit, or just always in the red zone so to say, ill go through this forum, and the consumer one as i worked a long time in dixons group too to give my help to them