The company is introducing a charge for its call service, which allows you to cancel your contract without penalty due to this change. They have emailed confirming this option. I assisted my elderly father in attempting to cancel his contract, and the experience was disgraceful. The representative initially stated there would be an £89 cancellation fee but later confirmed he could cancel without penalty. This process took an hour and a half due to the convoluted customer service system. At the end, they requested to keep the direct debit open to take a full month's payment and provided information on how to claim any overpayment back, which would require more lengthy interactions. This exemplifies how the company's customer service benefits them, not the customers. I advise you to accept the difficulty and exit while you can.
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