Yep. They were supposed to phone me back with an update last night confirming that my missing credit had been replaced. No such call came. Going to get back on to them today. Of course, it would help if the people in the 'customer care' department of British Gas could speak clear English!
Yep, I found that problem too, when trying to deal with them. It seems that some companies deliberately employ poor English speakers, so they can tie you in knots trying to understand them, so you eventually just give up.