I had chosen not to upgrade my package in Oct 17 and decided to go with a SIM only deal with £260 cashback being paid to me within 6 weeks. Today is 25 Feb and I am still waiting for my cashback despite several phone calls. I decided to lodge a formal complaint last week expecting as it states in the complaints policy that I would have my complaint acknowledged within 5 working days. When I phoned again today I was told that my complaint would be dealt with internally and that I would never know the outcome of my complaint!! Some staff have been very nice and helpful however the majority were rude and lied to me. Never will I use your service again