i'm forgettin' the exact time frame, but i ran into a similar problem around the same time.
the cause was merely logistic in nature & NOT an indication of a poor cust. srv. attitude.
the reason was BPL/BMW(?) moved into a new bldg & for reasons beyond their control, their DSL line was NOT ready at the proper time - meaning that they could NOT rcv., nor respond to any Cust. Srv. related issues.
once back up, they speedily replied & were very polite and apologetic.
i have made a dozen or so separate purchases fr/BPL (several since the DSL problem was resolved). all w/o any problems (except for the DSL problem which was beyond their control). the quality of their products and cust. srv. is only exceeded by their integrity.
in my experience, you should have no worries about doing business with them.
i have read, in other threads, some experiences similar to yours and mine. they too posted back that their problems were resolved. i'm sure yours will be resolved soon.
hope this post helps to alleviate any concerns you may still have.
hopefully, you contacted them via their cust. srv. email address.