Is this the carbon piece of scrappy paper that used to be called a Miscellaneous something or other... If so, I found that I had a lot of trouble with one a while back and depending on who i spoke to I got a different answer. My problem was that its 12mths was about to expire and I had 3 people tell me "tough" but I knew I could extend it as I had done it before with another one.

I ended up getting hold of someone in customer relations who really knew what they were doing and sure enough, a mere £15 charge to extend it another 12mths and it was sent to me in 3days.