Why can't I email a query about my account?

My hearing is not good and, whenever possible, I use email rather than voice. Email's added advantage is a written record...
I've just renewed my advance line rental agreement which expires on Feb 13. The latest bill - in fairness, issued before I renewed the year advance - included £10.92 line rental, presumably the balance of a month's from Feb 13 to March 3.
I expected it to update automatically after receiving acknowledgement of my year's advance payment, but it's still showing. I just want to ask why, but don't want to end up with a lengthy, frustrating (for both sides!) phone call.
The only options I can find are vocal - phone or online chat.
As a born cynic, I can't help wondering if it's because they don't want us to have a written record
Solved!
Go to Solution.

online chat is not vocal it is question and answer using your pc/phone/laptop/tablet
live chat
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