I recently switched power supplier, because the previous one's prices were rising steeply. The previous company had overcharged me, my final statement from them told me as much. Two months later they still hadn't paid me back, so I telephoned their 'customer support' line, (not a free call), to get it sorted. A fortnight later my cheque arrived. The accompanying letter began with, "As promised here is a cheque for …" — As promised! As promised? They take my money, keep hold of it, force me to give them more money just to enquire about it, and then present themselves as the good guys! Hey npower, is it so hard to say sorry?

Meanwhile virginmedia announce that they "always try to listen to what our customers tell us and because you didn't think the premium rate call charge for our technical support helpline was right, we decided to do something about it!" — as if it never occurred to them that their charges were high until some customers mentioned it. And in a sickeningly informal manner, "That means that now you can get the help and support you need, totally free, just like you asked." Well, thanks mate! You're a real pal. I hope this won't eat into your vast profits and require Branson to have a lifestyle change.

[suggested soundtrack: Alternative TV - You Bastard - The Image Has Cracked, 1978]