Thanks. No problem with the agent's English (calling from UK number), and I did go ahead and do the cancellation. She told me I should send an email complaint if I wanted to take up the matter further. I should have hung up and called again I guess - but she seemed so certain she got me doubting myself. I can see the hassle this is going to now be to get the extra refund - looks like €60 x 2 that was not refunded as the "carrier charge"