Do not be fobbed off. Be tenacious.

1) They asked you details of your new address in a security quiz.

2) They don't record all phone calls.

That'll do me for starters. Presumably you said... You record telephone conversations... and you got a NON company answer of... we don't record all calls. YOU WANT TO KNOW if they have recorded your call. Now I think you are legally entitled to have a copy of the information if they recorded the call. My suggestion is you find out. Subject to a definitive answer here make an appointment at the CAB for a free half hour with a solicitor.

EVEN if you are not legally allowed a copy of the call go for their throat smoothly and politely and almost apologetically and if you are a good customer SUBTLY work into conversation that you are SADDENED by their attitude etc and this is reducing your confidence in them, don't feel you could recommend them to friends and acquaintances as things stand etc... Hope this is a helpful start.

If you win and all is put right you want compensation etc... and you could mention that you feel obliged to put your case on an influential forum which attracts media attention etc...