Ugh. I doubt you'll have a lot of luck in small claims- but I'm not sure. Trying to get through to someone who cares in callcentres is such a frustrating experience. I was ready to fucking kill someone after dealing with Vodafone when they fucked me over, and you know me- I'm a very placid person.
I sometimes suspect that companies just say they don't know, because to admit a reason would be to admit fault, and make them easier to take to court. :/
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