Thank you for your replies.
Yes, I am going to return it reluctantly because I no longer trust their ability to correct THEIR mistake. Yes, thankfully, it was recorded because I conducted myself properly which I can't say for the person at CS!. I haven't been treated this shabbily for a very, very long time and I won't sit still for it. I will wait and see what the end result is before I write them off completely.
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