Ah, that explains it. Whenever I call the customer relations team I seem to get through to an Indian call centre - who I can barely understand and who have difficultly in understanding the nuances of my enquiry - things like 'yes sir, I see you are Gold Elite member...' (where did the 'elite' come from?), and not knowing the difference between compensation and refund. Anyway, it does seem each time a phone them I get £520 credited to my bank account whether justified or not!