The matter has now been resolved after going to the VF store in Rangiora and handing the incident over to a Regan Tiley who I believe is a MVP. (not sure what a MVP is)
He took my issue and run with it offering me fantastic communication by email and resolving it in a couple of days.
I want to do a big shout to Regan for his amazing service and at the same time say that the call centre team that I dealt with was appalling with either no response to emails or a response that took days and trying to communicate by phone was hopeless with waits of up to an hour and then getting cut off.
Thank you again Regan for your great service and follow through. Issue resolved .