Thank you for providing this valuable feedback Julie. We pride ourselves on offering a fast collection service that pays well and with 150+ collections daily and over 90 years' experience we always endeavour to meet these high standards we set ourselves. Unfortunately, in this instance we failed to live up to our lofty standards and can only apologise for the stress caused. However, we would like to promise you that this is an isolated incident and by no means a regular occurrence. We will take your feedback on-board and use it to further improve our service moving forwards.