I was on the phone to them today for over an hour- a mixture of being on hold around 14 times and speaking to an advisor. I only wanted to repay an overpayment...I WANTED TO GIVE THEM MONEY! However, the woman could not ' secure the line' so I could not pay. In the end she referred me to the gov.uk website to repay- I could do this by bank transfer but I needed a reference number, which I hadn't received and she couldn't give me! Honestly, what is one to do?! Over an hour of my life wasted and no further on!
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