Anthony Mercieca's letter Amended Bill By Arms (May 12) has inspired me to write to The Times myself also hoping for a miracle.

I have a problem with Arms about a bill. Over six weeks ago, I sent an e-mail - no acknowledgement or reply. Two weeks later I wrote to a representative; again no acknowledgement or reply. I then heard two representatives from Arms (including the one I had written to) on a radio programme so I phoned in explaining my problem.

I was promised that it would be dealt with and lo and behold within three days I received two phone calls from two different ladies at customer care explaining what I should do to solve the problem.

So I filled in forms and sent them with a covering letter and photocopies of my e-mail/letter to customer care but for the attention of the rep in question.

I have today received another bill which is wrong and nothing has been amended, so can someone kindly tell me what exactly does it take to get someone at Arms to correct something that is wrong?

They are very prompt to tell us that we will be charged interest at six per cent if the bill is unpaid within 15 days from date of invoice but not at all prompt to correct their own mistakes. Also, I would be much obliged if they would kindly tell us what exactly happens between 8 a.m. and 5 p.m. to their Freephone 8007 2222 because 99 per cent of the time, after wasting time hearing a long list of "press this number or that number or the other number", you are then told that all the lines are busy and to "phone again later".

I really would much appreciate being told exactly what kind of "customer care" Arms Ltd provides when all the problems we've been having are all their fault since they took over.

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