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"We are currently experiencing a high number of calls so you may experience a delay. We are charging you a flat rate of 25p for this call, so even though it is 11.30pm and all our call operators are probably having a bitching session and not available to take your call, you will hang on rather than pay another 25p for the privilege of finding out when we will repay the £17 we took from your account when you were contract but are now pay as you go. We apologise for any inconvenience this may cause."