[tweetiepooh]

Not had issues with billing but on a staff deal so I wouldn't would I? But I do believe that not all departments have access to all parts of the system or can action queries as the caller wishes. I have encountered this with other companies and in my case had to wait over a week for the correct department to call back and even then getting the correct details applied took some time.
This sort of thing is likely to increase as companies seek to prevent fraud and other unwanted behaviour so many operators can only work inside strict frameworks which are now more rigorously enforced at system level.

(Please note - I do not have any knowledge of this at VM, this is my experience of a customer of other companies and having some knowledge on how systems are being implemented.)