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Overnight I started wondering whether you were signed up to the right bundle for your pattern of usage.
With a Freebie Data, and topping up £30, you get 1GB of data, and you say you then spend the £30 for other usage. But just 100 UK minutes at 30p per min would get through the whole £30.
So I reckon you'd get more usage out of the £15 Big Value Bundle, let alone one of the higher value ones
They all now come with Data Rollover (see the details on the link above), so any data unused in a "light" month would roll forward to the next BVB for a maximum of 30 days. If you travel within Europe, you'd also get the benefit of roaming allowances if you went for the top-end £30 BVB.
I realise you may want the present situation sorted out more clearly to your satisfaction, but in the long run you might do well to consider the usage you want from your phone, and consider opting out of the Freebie Data, wait until the current one has expired, then switching to a BVB.
If this was my situation I'd go back to the store to get this looked at.
Would you let us know what happens ?
A new type of Payg account with unlimited data = sign me up 
When you top up and your account on Payg refreshes do you keep the actual £20 top up credit amount ?
If so this is a freebie Payg Tariff.
What is thought is the £20gpb freebie gives 1gb of data.
Credits to @Annie_N
Screen Shot of Freebie.
The other type of Payg tariff is big Value Bundle where the top up credit is used for the allowances.
