That is dreadful service, You should contact 'ConsumerDirect' ClickHere or telephone and they will help guide you to resolve. I had to use them last year to get a refund on a pc because the company's 'Terms&Conditions' said I could not have a refund. Turned out that their T&C's were not lawful and they had to pay up (and alter their T&C's) Trading Standards Office sorted them out.
Call Consumer Direct on 08454 04 05 06 or fill in an online form.
The helpline is open Monday to Friday 9.00 am to 5.00 pm