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Can I ring you please? It might be easier to explain over the phone.
I am not paying another £35 for a phone conversation when I've already paid £38 and not received a response. Surely that can't be right!
Have I paid £38 for nothing? Please advise. If so, I'd like to have my money returned. If you are helping, and for the original fee, then all is well! thank you. Can you come back to me on this please, ASAP?