So I called to get my on hold tickets refunded, and they've screwed me out of £250. Said that I called them, confirmed the change to the tickets (never happened), and then selected option 2 on the email (put tickets on hold) two days later. Note, zero confirmation of supposedly accepting the flights in my email.
In what possible world does that make any sense? Now I have to argue with them via complaints, and they'll hide behind this supposed phonecall.
Really angry about it.
Edit - Just checked my call logs. No calls even made on the day they said I'd called.