Customer bad service dept is worse than bad. In October I thought my account had been hacked, complained about additional charges for extra long texts ( texts were 10 words and 5 word). Every month I have complained about extra charges. Charged for using emoji ??? I have never used these in my life! All excess charges were refunded but only because I am a low phone user and noticed them and questioned them. I suspect many customers do not notice a few additional charges each month. 191 service and chat line service useless. Constantly hanging up on me. Not phoning back as promised. I have elected to write to them and charge £25 for each letter. 10 letters so far, no meaningful response. Next step the small claims court. Frank