They’re obviously trying to be a bit more hard nosed and revenue conscious, but they’re just picking the wrong battles from what I can see.
Clearly, there is a lot of reliance on/defence of this paid for account revenue
Guess what. I got £20.17, effectively never paid for Plus 
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Then they should have given him the 17p as soon it was mentioned. Going around the houses and escalating has cast far far more.
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In all fairness, they raised it as a complaint not me 
Besides, none of its my fault
I know there’s been discussion in the past, that having things raised as a complaint, and having a financial impact on it raises the gravitas of the issue further because a financial implication can be added to the issue. So multiple people having it, and raising issues, increases the complaints around it, increases the cost.
Not the best way to approach things, but it’s one way to help prioritise I guess 