Hi Jak, We've taken a look internally at our records to launch an investigation into this matter. We haven't been able to match a case up with your name nor your situation so we feel this review may have been intended for another agent. Would you be able to get in touch with us so we can further look into this matter for you please? If your review is indeed for Balgores, we would like to extend our sincerest apologies that your experience wasn’t satisfactory. We pride ourselves on our exceptional customer service so once we have some more information, we will be sure to take the necessary steps to ensure this doesn’t happen again. Kind regards, Balgores Upminster