Hi Ndawson97
Very sorry to hear you are having these issues - I would recommend persvering with this one. Your complaints should only be closed if the dealing agent cannot get in touch with you for a period of 28 days, so if it is being closed before that without your consent then that is unacceptable.
I would recommend perservering with this by calling into our technical team on 0800 800 154. If there is an open complaint there they should take the appropriate action to get this engineer charge investigated for you. Also, if there is a closed complaint, said complaint can be reopened for you, rather than a whole new one being raised.
The engineer notes will dictate if the charge is valid or not, but it is something we would have to investigate, so as I say if you give us a call we can look into that for you!
Regards
Ryan