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joequimby
Thinking about it what I would do is now ignore customer services and just write to the legal department at Waterside (which is what I did over a ong delay over a refund and it seemed to unblock it)
Outline the facts and point out the wording of Article 9.1 that clearly states 'free' and the regulation over rides anything in their T&Cs / CoC etc
Tell them you'll give them 14 days to pay otherwise you'll go to MCOL. No doubt they'll have a laugh then realise paying you £9 will be a lot cheaper than defending the case.