1. I held Premium Membership with Halfords and had held it for almost one year and it was due to expire on 18 September 2025. Contained in a renewal email sent by Halfords was a link which said “Annual members: Log in here to unlock next years benefits early”. This link took me to the log in page of Halfords and I logged in on 28 August 2025 so that I could “unlock next years benefits early” as noted in Halford’s email. I renewed my membership on the assumption that my membership will be renewed when the current membership expired on 18 September 2025 and that the new membership will run from 19 September 2025 for an year. However when I renewed the membership, it gave me an years renewal from 28 August 2025. This meant that I despite paying initially for my membership till 18 September 2025, because I “renewed” my membership on 28 August 2025, Halfords said that my new year started from that day and not from 19 September 2025. This means that Halfords charged me twice for the same period from 28 August 2025 to 18 September 2025. 2. The second issue was that when I logged into my Halfords account, despite having paid yet another years worth of Premium Membership fee, all my Rewards showed as being “Expired” and I was unable to book my MOT online nor any other rewards that were due to me. 3. The third issue was that I called Halford's customer services representatives on 9th September 2025 at 13:38 hours on your Customer Services number (0330 135 9779). My intention was to discuss the above two points and find a resolution. The customer services representation was a lady and she had what I think was a South African accent. I only mentioned the accent so that you can identify the representative I spoke to so that she could receive training on how to handle customers without being rude. I strongly suggest that Halfords review and listen to the phone conversation I had with her as she was EXTREMELY rude. I started off by telling her the issue detailed in point 1 above and that as a result of inconsistencies in how Halfords renews its Premium Memberships, I had effectively paid Halfords twice for the period 28 August 2025 to 18 September 2025. When I mentioned this to her, her response was effectively “tough” and that there is nothing she could do about it. When I mentioned point number 2 to her, she said she could book my MOT for me. This is not what I wanted her to do. I wanted to be able to log into my account online and have all my membership rewards refreshed for another year. Instead when I logged in, all my membership rewards were noted as being “expired” despite me paying membership for an additional year. Once again, she was rude, barely letting me talk. Finally, I was so shocked and frustrated with her rudeness, that I felt I had no option but to cancel my Premier Membership subscription. She said that I was outside of my 14 day cooling off period which was a complete lie. I reminded her that I was well within my 14 day cooling off period and that I wish to cancel my subscription. She then (reluctantly) agreed to cancel and she promised to send me a cancellation confirmation. I have still not received this from her!! I had to therefore cancel my membership online. Overall, I was shocked at the way she spoke, not wiling to listen to me and refusing to give her name despite me asking for it and challenging me for even daring to ask for her name. As she was being extremely rude, I started recording my phone call with her and as soon as I told her that I am recording the call as evidence of how rude she is, she went silent on me. She kept me on the call for a total 37 mins and 15 seconds (as per my call log) and despite me repeatedly saying “hello”, she stopped talking. I had told her that I needed her name to make a formal complaint about her and that is the point in time she stopped talking. I have never spoken to such a rude customer services representative in my life! As a result of this, I don’t think I will ever return to Halfords as a member or a customer and I will not recommend Halfords to anyone. I hope Halfords takes note of the manner in which she deals with customers and give her some further training on effective customer service hoping that it results in an attitude change in her.