By way of an apology

... from Customer Service at Octopus - apologising for the way they responded (or failed to respond) when I tried to talk to them about my brothers death.  We've also been a customer for a long time now and Ann thought they were wonderful - especially after the responses of previous suppliers.  They have recently taken on the customers of other failing suppliers - perhaps lack of customer support is the price we pay when companies get too big - but why should it.  More customers then more staff are needed.