Rang to change direct debit from £520 to £120. Advisor did not advise that there was a delay of 20 working days (later confirmed by another advisor when I rang to complain as they listened to the recording). We paid in £400 to top up the additional £120 but as mentioned the original direct debit was still active and therefore we unwittingly ended up paying in £920. Rang to complain as above, promised it’d be resolved, we’d receive our £520 back within 5 working days and got £20 compensation. 3 weeks later still no refund, needed to ring again. Apparently it’s not been actioned. No doubt I’ll be ringing again in a week or so time.