I initially had a very poor experience with a customer agent during an unexpectedly stressful situation with billing which arose due to confusion on both sides.

The second agent I spoke to, Seba, was amazing. She was patient, empathetic and sorted the most crucial parts of my issue within minutes.

I have to also say that Emily in complaints was absolutely amazing in turning things around. She did a full review within days, responded to all of my points in great detail, and was fair. She listened back to my call within a couple of days, was frank in that this issue should have been handled better, and stepped up to help me. She was so proactive in sorting out both my experience and the rest of my home move. I think she could see that I was always acting in good faith and responded accordingly. Thank you, Emily.

They've proven themselves and I really value a company that steps up when things go wrong, and I do feel I was just unlucky in my first interaction.