@phil As @JMC correctly states, you only get a good condition bonus if you keep the car for the full 3 years and there’s no pro-rata payment. The advisor gave you duff info saying that it was due to getting another EV. If you surrender early you don’t get any GCB, regardless of reason. The only pro rate refund is on the AP. Maybe that’s what the £200 was that they initially referred to – the pro rata AP refund minus the deduction of the early termination fee? If so, they should pay that, so worth chasing.