Sabre, apologies but only just seen these repliers etc. I repeat - IF the scenario IS as previously described the go back to the old bill and tell them what I have said. Note - the if s and buts above. Sounds to me like you have got some civvy telephone operator who is giving you the brush off.I called my local Police 101 number and asked if I can make a claim of theft, and described the scenario above. They are adamant it is not covered by theft. Small claims we come . I just need to email the Director of Customer Services and the Seller, with the evidence.