They rang back. Same baboon as yesterday. Said that yes, a note had been put on the file for the payment arrangement, but stood by their heavy handed approach. DH asked about their own terms and conditions, said that the way we were treated was against what their own policy was. Guy didn't care and asked what DH wanted him to do about it.

Basically going to go around in circles, especially if they keep getting the same person to call us back. We haven't had any luck with ombudsman's in the past, so I know we won't take that road. I give up. DH gives up. They got their money and all we can do is disconnect when we move out. Sucks to be them though, the house we're moving into is 57 squares. That's a lot of power.

Thanks for the replies, sorry it's been a waste of time.