I have a payment plan in place which I have never missed a payment. Spoke to Caroline today who appeared not to accept that I’m not in a position to increase my payment plan. She wanted me to increase my plan by £11 but I felt under so much pressure that I did say I would increase it by £1. She was insisted that it should go up by £11, she did not appear to be happy with this and I stated that if she continued I would end the call and this is what I did.