Hi Amy, We appreciate your comments as Reposit is always striving to improve on our processes. We note that your initial contact with us was on the 9th July and we provided full information on how to propose a reduced figure in relation to the charges, there was no further request for help received from this confirmation. We would have been happy to help further or discuss options to pay if you had got back in touch. Attempts to recover the charges were therefore attempted in line with Reposit's terms & conditions. We are aware that you emailed us again at the same time of this review and following a discussion about the best course of action for you, Reposit was able to support you and your payment needs. It is always important to reach out, Reposit is always willing to help or provide options where possible. Kind regards Reposit Customer Support Team.