They are completely un-trustworthy, I had problems with them 3 years back. They would tell me how much I owed I would say okay I'll have to arrange to borrow that get back to you in a couple of days. Then when I phoned back they would deny that and increase what I owed (even if it was the same day).

My advice would be to only deal with them in writing. Sorry I know this doesn't help your immediate problem, but may help in future.