[BenMcr]

Indeed, and as I said there is probably been a way to handle it better.

But as I said before, just saying you'll send in proof wouldn't have been enough to confirm a cancallation over the phone.

What should have happened is that he should been advised to write in explaining the situation and then Virgin could have taken it from there.

Also we don't know what the tone of the conversations was? There is an assumption it's all on the agent (and it may well be), but it could just as much been a combination of both sides.