I had exactly the same response a few weeks ago when I had to ring with the same problem as you Smiffy99.
But even more amazing was a new e-note I received from them last week. They were letting me know that they had refunded my credit card with my postage charges for some goods that I had returned 3 months ago!! I'd already had the refund for the faulty goods within 2 weeks of returning them but I never thought I'd get the postage back as well. I hadn't bothered asking for the postage back, I'd just written it off.