Its seems these days all big companies have the ability to be big but not do small i.e the individual they are suppose to be serving. I had similar problems with BT (sky's automated system is absolutely abominal, beyond life the universe and everything else) I could think of a few more companies but it would hurt my head too much. I had an on going bill with BT for about a year that I was not aware of which they should have cut off. And as I recall it took them nearly a year to sort it out - exaggeration - but the pain feels like a year. Get ready for more pain
P.S good quote "I think therefore........." I'm worried!!!
