So we decided to retroactively upgrade on 30th June, after receiving a reply email from them saying this was possible (Golden State Cate's application). On 4th July, we sent an email using the paid service asking for them to confirm it's been honoured, and never got a reply, even though they promise one in two BDs.
So last week I called the call centre and they apologised, said they'd send Golden State Cate another email with questions for her to complete and reply to, then this would facilitate them to reply confirming...(?!?!). The woman also said she was certain it'd be honoured.
Anyway, surprise surprise no email. We're now at 40 BDs and just immensely frustrated at the lack of communication and lies they tell.
Sorry, rant over.