STRAIGHT TO THE POINT

LAST July I registered with British Gas for its protection plan, which included 100 free days of energy. In October I asked about this and the online staff were very rude. My direct debit was then raised and I still haven’t received the free days.

C. D., Cumbria. British Gas will apply the offer to your account by the end of september and has updated your direct debit amount. A spokesman apologises for the behaviour of the online staff, which is being addressed.

I ORDERED four pairs of shoes from Clarks, but received only three pairs. I have spent weeks trying to contact customer services.

L. B., Eastbourne.

CLARKS has contacted you to apologise for the error and issued you with a refund for all four pairs of shoes as a gesture of goodwill. WE HAVE been trying to cancel our Virgin Media broadband deal for five months. Despite repeatedly writing to them, we are still receiving requests for payment, with the latest totalling £86.13. We are also still stuck with the Virgin Media wi-fi box.

D. T., West Yorkshire.

A VIRGIN Media spokesman apologises and says a mistake was made when closing the account. the debt has now been wiped and someone has picked up the old equipment. THE Department for Work and Pensions (DWP) contacted me on behalf of Willis Towers Watson saying I am due some money from an old pension. But I was asked for an address from 20 years ago to verify my identity, which I couldn’t recall, and nothing else would do so I gave up.

R. H., Peterborough. A Spokesman for the Department apologises and says someone will contact you to talk through how else you can verify your identity.