Bloody awful customer service!!!!!

Don't bother getting one of these cards, they are a total waste of time.
I got one of these cards a few months ago because I was told that I would get a 15% discount on my purchase that day. Against my better judgement I agreed and was accepted. The invoice came and I paid the balance in full. I decided to keep the card as New Look is my daughters favourite clothes shop and I thought it might come in handy. A few months late my daughter got an A* in her exams so as a treat we went to New Look to purchase her some new clothes, as it was coming to the end of the month I put the purchases on my New Look card. The statement came and stupidly I only paid half the balance. The following month my statement came with a £12.00 late fee. I hadn't paid late so decided to phone the customer service helpline. This in it's self is a pain in the backside, press 1 for this press 2 for that! At 10 pence a minute as well. Finally got through to a "lovely chap" not, called Joshua who told me that my payment was a day late. I totally disagree with this! He then told me that I should handle my finances better!!!!! As I told him my finances are none of his business.
I came off the phone and chopped up my New Look card and sent it with a very cross letter to the New Look customer care manager. Days went by and I finally good a bog standard reply saying that their "specialist advisor's are investigating it" with a print out of their complaint procedure.
That was on the 20th April and I have heard nothing since!
I will pay the fee as it's the only way that I can close my account with them but it's very unfair and I really think that I was charged it because I didn't spend a lot on it, always paid it off so therefore they didn't get much interest from me.